Customer Experience Associate

Summary

Join Koala Health, a fast-growing veterinary pharmacy, as a Customer Experience Associate and be the friendly voice and helpful hand for our customers. You will assist with order updates, manage questions across multiple channels (chat, email, phone), and escalate feedback for continuous improvement. This role requires excellent communication skills, experience in customer service, and the ability to work remotely. Koala Health offers a competitive salary, benefits including medical, dental, vision, and PTO, and a supportive team environment. The position is remote, requiring a reliable internet connection and a distraction-free workspace. This is a great opportunity to be part of a mission-driven team reimagining pet pharmacy care.

Requirements

• High school diploma or equivalent
• 6+ months of professional experience working with computer and web based tools
• 1+ years of customer service experience or Veterinary care experience
• Ability to work 9am - 5:30pm ET, Monday - Friday
• Comfortable with virtual environments, including phone contact with customers for the duration of your shift
• Excellent communication skills (spoken and written)
• Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed
• Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours

Responsibilities

• Assist customers over the phone and email with product and service questions
• Manage both inbound and outbound calls and emails
• Proactively identify solutions to questions you anticipate our pet owners have in each interaction
• Take a hands-on approach to resolving every issue, owning it from start to finish
• Provide a best-in-class service experience for our customers while working in a fast-paced environment
• Provide our customers with technical support when navigating our website
• Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience

Preferred Qualifications

• 2+ year of relevant phone or email customer service experience
• Experience working virtually
• Experience working in Veterinary/Pet care
• Demonstrated ability to work as a team member
• Animal lover - Not required, but definitely a plus

Benefits

• Medical, dental, and vision insurance with partial dependent coverage
• Generous PTO and a 401(k) plan
• Competitive base salary with performance-based incentives
• Remote-first culture built on flexibility and trust