Genetic Results Specialist

Who we are

Join Embark on our mission to bring joy to dog lovers by offering the world’s best products and services to strengthen their bonds with the dogs in their lives. Our canine DNA test — named the best by The New York Times — enables us to make scientific advances in personalized pet care. 

Designed by world leaders in dog genetics (in partnership with Cornell University), the Embark Dog DNA Test provides information on genetic health risks and breed make-up, allowing dog owners, breeders, and veterinarians to drive personalized care plans based on a dog's unique genetic profile. 

At Embark, our People First culture is centered around building an amazing team and giving everyone an opportunity to have a voice and make an impact.  We are looking for highly motivated and mission-driven employees who will join us as Embark leads the cutting edge of creativity and innovation in the fast-growing pet care technology space.

About the role:

Picture this: a customer just opened their Embark dog's DNA results and wants to understand how their floppy-eared mystery pup is not part beagle. Or a breeder is staring at a health screening report, trying to figure out what it means for their next litter. 

That's where you come in! We're looking for a Genetic Results Specialist for our Customer Care team. 

You will be the friendly, knowledgeable voice behind the moments that matter most to our pet parents. Through your conversations, you'll help us deliver an exceptional customer experience, ensure pet parents understand their DNA results + how they can best care and support the dogs they love, and help us improve our processes and tools to make us sharper.

You'll collaborate with our Science team, getting a front-row seat to some of the coolest science in the pet world. Additionally you'll connect with our Engineering team, since you'll become one of our earliest sets of eyes for spotting bugs.

We want someone who's hands-on, curious, and energized by jumping in wherever they're needed.

If you love helping people, learning about dogs, and being part of a team that's always leveling up, we'd love to meet you!

What you’ll do:

• Effectively respond and resolve pet parent questions regarding their dog's Embark DNA results while delivering an outstanding customer experience. 
• Maintain strong performance in departmental metrics such as First Reply Times (FRT), Average Handle Times (AHT) and Customer Satisfaction (CSAT).
• Write or update verbiage templates and processes for handling issues when appropriate
• Fill gaps in our knowledge bases when required
• Collaborate with the Embark Science team to develop answers to any undocumented concerns. 
• Document any bugs with detailed descriptions that empower engineers to investigate and resolve.

• Actively participate in improvement initiatives to simplify processes and reduce ticket handle times. 

Experience we’re looking for:

• 1-2 years of experience in a customer support role, preferably in a startup environment 
• Comfortable and adaptable to a fast-paced startup environment
• Crisp but kind written communication skills and a deep care for the details
• Demonstrated documentation, verbiage or process improvement work
• Tech-savvy, with experience in support tools 
• Proven ability to manage and prioritize multiple tasks simultaneously

Experience that is nice to have:

• A background in science or genetics is beneficial but not required.
• Hands-on experience with CRM (Customer Relationship Management) tools, or ticketing systems.

Why join the pack!

At Embark, we might be dog lovers, but we’re passionate about people too. We’re committed to building an inclusive culture where all employees can thrive. Here are some of our benefits and perks:

• Flexible vacation policy – take the time you need, when you need it.
• Paid parental leave – plus paw-ternity leave for new pet parents!
• Every other Friday off in the summer – enjoy those long weekends.
• Subsidized pet insurance – because our pets are family.
• Big-company benefits with a startup feel – including a 401k match, generous bonus structure, commuter benefits, and premium healthcare.
• Competitive salaries and stock options – be an owner in what we’re building.
• New MacBook Pros or Windows devices – the tools you need to succeed.
• Continuing education support – conferences, learning resources, and career growth opportunities.

Salary: $50,000- $60,000

Embark is an equal opportunity workplace and values diversity at our company. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, citizenship status, sexual orientation, age, disability status, marital status, gender identity or expression, veteran status, or any other characteristics protected by federal, state or local laws. See also EEO is the Law.