Nutrition & Quality Specialist

Sundays for Dogs

8d•Remote

About The Position

Sundays for Dogs is seeking a knowledgeable, detail-oriented Nutrition & Quality Specialist to join its Food Quality & Safety team. This fully remote role, with occasional trips to the company's headquarters in Cleveland, Ohio, serves as a technical resource for customers and the Customer Care team on canine nutrition, ingredients, product quality, and food safety. The specialist uses veterinary experience to communicate complex scientific information clearly, accurately, and empathetically, helping pet parents understand their dogs’ food. The role partners with Customer Care, Food Quality & Safety, R&D, and Veterinary teams to investigate customer concerns, provide science-backed responses, maintain documentation, and identify trends that could improve products, customer education, or internal processes. It also contributes to educational resources, FAQs, and internal training materials. Success measures include independently managing at least 90% of assigned technical inquiries within the first three months, responding to 95% of assigned inquiries within one business day, maintaining a 95% or higher response quality-assurance score, and sharing recurring customer insights monthly.

Requirements

At least 2 years of experience as a Veterinary Technician or Veterinary Assistant in a clinical setting.
Strong foundational understanding of canine nutrition, digestion, dietary needs, and common food-related health concerns.
Ability to communicate complex veterinary or scientific information clearly, accurately, and empathetically.
Customer-focused approach, patience, and judgment in handling sensitive or complex questions from dog owners.
Strong documentation skills and ability to identify, investigate, and appropriately escalate potential quality or safety concerns.
Problem-solving skills, including gathering relevant information and collaborating across teams.
Highly organized, resourceful, and able to manage responsibilities independently in a remote environment.
Comfort using customer support platforms such as Zendesk, documentation systems, and digital communication tools.

Nice To Haves

RVT, LVT, or CVT certification is strongly preferred.
Experience in the pet food, animal nutrition, or animal health industry.
Familiarity with AAFCO nutritional standards and pet food labeling.
Experience handling customer-facing technical inquiries or product quality concerns.
Additional education or specialized training in canine nutrition.

Responsibilities

Serve as the primary contact for escalated customer inquiries about canine nutrition, ingredients, food quality, and product safety.
Explain nutrition concepts, ingredient functions, feeding guidelines, dietary transitions, food sensitivities, digestive concerns, and life-stage needs clearly and appropriately; identify when veterinary consultation is warranted.
Partner with Customer Care to resolve complex food-related inquiries by email, chat, and phone.
Investigate and respond to concerns about product quality, appearance, consistency, packaging, and food safety.
Identify, document, and escalate potential product quality issues, adverse events, and safety concerns according to established protocols.
Collaborate with Food Quality & Safety and R&D to investigate customer-reported issues and provide timely, accurate responses.
Maintain detailed records of inquiries, investigations, and resolutions.
Identify trends in customer feedback that could inform improvements to product quality, customer education, or internal processes.
Serve as a technical resource for Customer Care and help the team navigate product questions.
Coordinate with Food Quality & Safety, R&D, Veterinary, and Customer Care teams to support consistent, scientifically accurate communication.
Help develop and maintain educational resources, FAQs, and internal training materials about nutrition, ingredients, and food safety.
Share recurring customer questions, concerns, and insights with relevant teams, including through monthly updates.
Complete onboarding on products, ingredients, nutritional standards, and food safety protocols, and learn customer questions and escalation processes through shadowing.