Consumer Care Representative

About the role

The Wellness Pet Company is on a mission to make the best pet food scientifically proven to deliver a difference pets will feel, and pet parents will see. Our team is united by a shared passion for pets and the people who love them. Reporting to the Consumer Care Lead, you will engage with pet parents through phone, chat, email, and social media, delivering responses with personality, warmth, and brand enthusiasm.

Responsibilities

• Be a Voice of Wellness Pet—engage with pet parents through phone, chat, email, and social media, delivering responses with personality, warmth, and brand enthusiasm.
• Solve with Speed & Smarts—proactively troubleshoot customer questions and concerns, offering creative solutions that surprise and delight.
• Own the Pet Parent Experience—go beyond answering questions, build relationships, anticipate needs, and turn every interaction into a reason to love the brand.
• Engage on Social & Digital Platforms—respond to customer inquiries on social media, community forums, and review sites, keeping the conversation fun, informative, and on-brand.
• Spot Trends & Insights—share feedback from customers to help improve products, services, and the overall brand experience with cross-functional counterparts.
• Bring New Ideas to the Table—help modernize customer service by suggesting ways to streamline processes, enhance automation, or create better engagement tools.

Requirements

• A bachelor’s degree or equivalent professional experience preferred.
• A minimum of one year of previous customer service experience.
• Entry-level skills using Microsoft Office applications.
• A positive attitude.
• Ability to work in our Burlington, MA office 4 days a week, 8 hours a day between the hours of 8am and 5pm.
• Excellent written and verbal communication skills, with a warm and empathetic tone.
• Excellent problem-solving skills.
• A genuine passion for helping people and building connections.
• The ability to work with minimal supervision in a dynamic, fast-paced environment.

Benefits

We care about the wellbeing of our people, their families, and their pets. We treat every Wellie to a best-in-class benefits package, a warm and welcoming environment, and a place where you can learn and grow professionally.

Pay

The hourly rate for this position is $26, based on a full-time work schedule, anticipated responsibilities, market benchmarks, and organizational equity. Compensation may vary within that pay range depending on the selected candidate’s professional background, experience, operational needs, and other factors.

Schedule

Our Team is based out of our office in Burlington, Massachusetts, where we work in-office Monday through Thursday each week, and remotely on Fridays. Team members must reside within or be willing to relocate to a commutable distance from our Burlington office.