Customer Experience (CX) Associate

Title: Customer Experience (CX) Associate
Location: US Remote
Shift: Wednesday - Sunday 9:00am ET – 5:30pm ET
Compensation: $18.00/hour + bonus + benefits

About PetLabCo.
PetLabCo. is a fast-growing pet supplement business where our vision is to be the world's most trusted pet health partner. Launching in 2018, we have built a loyal community of loving pet parents and over 1.5 million happy pets whose lives have been positively impacted by our innovative products. We value people who take ownership, move with urgency, and deliver results. This is a strong fit for an ambitious, hardworking animal lover who enjoys solving problems and contributing in a fast-moving, customer-driven team where people are supported in doing thoughtful work that prevents repeat customer issues.

About the role...
PetLabCo. is looking for a skilled Customer Experience (CX) Associate to join our growing team and help customers solve real problems—quickly, clearly, and confidently. In this role, you’ll be the voice of a trusted brand that helps pets feel better at every stage of life. You’ll work directly with customers across social channels, marketplaces, reviews, chat, and text, chat, and text, taking ownership of issues and guiding customers to the right outcome. This position reports to a CX Team Lead and is a full-time, hourly position.

• 70% of your time will be dedicated to frontline work primarily across social channels -- Diagnosing problems, explaining next steps, and helping customers move forward with confidence.
• 20% of your time will be spent monitoring and responding across multiple review platforms—addressing customer concerns, tracking trends, and working to make things right. You’ll craft thoughtful, empathetic responses that not only resolve individual issues, but also reflect our commitment to care and transparency for anyone viewing the review.
• 10% of your time will be team projects (as needed), continuous improvement, and goal-setting. There are weekly check-ins with your team lead focused on performance, learning, and growth.

Requirements

• 1-3 years relevant work experience.
• Strong problem-solving skills and the ability to make thoughtful decisions in real time.
• Clear, confident communication - especially when explaining solutions or setting expectations.
• Comfort using helpdesk/ticketing software.
• Working knowledge of Microsoft 365 is preferred.

• Experience working in a direct-to-consumer (DtC) environment is preferred.
  
  Our Values
  As a member of the CX team, you identify with our core team values:

• Thoroughness – We see the forest AND the trees. We demonstrate attention to detail and accuracy. We find ways to make customers’ experiences with us better.
• Dedication – We are passionate about our work. We are committed to our customers, their pets, our teammates and “doing what’s right”. We are always learning and sharing our knowledge to help others.
• Empathy – We are pet parents. We understand why our customers and teammates think and feel as they do. We approach individuals from their perspective.
• Ease – We are problem solvers. We make things easier for the people who rely on us. We remove roadblocks and find smoother paths.
  
  DNA

• You learn quickly and adapt easily in a fast-paced environment.
• You're comfortable facing new or unfamiliar problems and figuring things out.
• You work independently, ask clarifying questions when needed, and manage your time well.
• You care about doing good work and being someone others depend on.

Benefits

The Good Stuff...

• 20 days PTO plus company holidays
• Company Bonus
• Medical, Vision and Dental Insurance
• Short-Term and Long-term disability Insurance
• Life Insurance
• 401K
• Work Remote
• Monthly Internet Stipend

PetLabCo. is an equal-opportunity employer that is committed to diversity and inclusion. We encourage all applications irrespective of gender, race, sexual orientation, religion, age, nationality, marital status, and disability. We believe that diversity is at the heart of innovation and we welcome passionate candidates from all backgrounds. Come join the family and see for yourself!