Customer Care Associate

Summary

Join Sundays for Dogs, a venture-backed, direct-to-consumer brand, and become a crucial member of our team dedicated to providing exceptional customer service to dog parents. In this role, you will be the voice of our brand, delighting customers through various communication channels while resolving their inquiries efficiently and empathetically. You will champion subscription success by assisting customers with order management and proactively addressing potential issues. Your ability to maintain clear communication, solve problems effectively, and embody our brand values will be essential. This position offers a unique opportunity to combine your passion for dogs with your customer service expertise, making a real difference in the lives of both customers and their beloved pets. We offer competitive pay and a comprehensive benefits package.

Requirements

• Customer Service Experience: 2+ years in a customer-facing role—call center, e-commerce, retail, or hospitality—especially within a subscription-based business is a plus
• Clear Communicator: Strong verbal and written communication skills, with the ability to simplify complex subscription details and policies
• Calm Under Pressure: Patience and empathy in challenging situations, with the ability to de-escalate and find solutions quickly
• Tech-Savvy: Proficient with CRM platforms (like Dixa, Zendesk, Gorgias, or Salesforce), help desk tools, and subscription management systems
• Problem Solver: Sharp attention to detail, proactive thinking, and a strong sense of ownership when it comes to solving customer issues
• Organized Multitasker: Able to balance a high volume of tickets or calls while maintaining top-tier quality and accuracy
• Dog Lover: A genuine enthusiasm for dogs and their wellbeing—this isn’t just a job, it’s a passion

Responsibilities

• Delight and Support Pup Parents: Provide timely, empathetic, and knowledgeable support through phone, SMS, chat, and email, ensuring a seamless experience at every touchpoint
• Resolve with Purpose: Assist customers with a wide range of inquiries including product details, subscription management, delivery updates, account troubleshooting, and billing concerns
• Champion Subscription Success: Actively help customers manage their recurring orders — adjusting delivery dates, modifying subscriptions, explaining billing cycles, and more to reduce churn and boost retention
• Act as a Brand Ambassador: Deliver a "best-in-show" experience by accurately resolving issues while embodying the tone, values, and customer-first approach of our brand
• Document and Collaborate: Maintain thorough, accurate notes in our CRM to ensure smooth handoffs and visibility across the team, and share customer feedback to influence product and service improvements
• Stay Product-Savvy: Keep current on our evolving policies, promotions, and subscription features to provide informed and proactive guidance
• Crush Your Metrics: Consistently meet or exceed performance goals, including first conversations per hour, customer satisfaction (CSAT), and quality assurance

Benefits

• Medical, Vision & Dental Insurance
• Mental Health Support + Free Therapy
• Personalized work from home set-up
• Strong PTO and sick day bank, plus time-and-a-half OT and holiday pay across a long list of holidays
• 401k plan
• Free subscription to Sundays For Dogs