Customer Care Specialist

Join Koala Health and help make pet care simpler, smoother, and a little more joyful. We’re a fast-growing veterinary pharmacy delivering medications and health products directly to pet parents—beautifully packaged and right on time. Our mission is to create better healthcare experiences for pets, the people who love them, and the veterinarians who care for them.

About the role

As a Customer Experience Associate, you’ll be at the heart of that mission. You’ll be the friendly, reassuring voice customers count on, providing order updates, answering questions by chat, email, and phone, and sharing valuable feedback that helps us continually improve.

Responsibilities

• Assist customers by phone and email with questions about our products, services, and their orders.
• Manage inbound and outbound calls and emails with professionalism, empathy, and care.
• Anticipate pet owners’ needs and proactively offer helpful solutions during every interaction.
• Take full ownership of customer concerns, working hands-on to resolve each issue from start to finish.
• Deliver a best-in-class customer experience while thriving in a fast-paced environment.
• Provide clear, patient technical support to customers navigating our website.
• Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience.

Requirements

• A high school diploma or equivalent
• Two or more years of customer service experience
• At least one year of experience in veterinary care, healthcare, or a related medical setting
• At least six months of professional experience using computers and web-based tools
• A strong track record of reliability and consistent availability to work Monday through Friday, 9:30 a.m.–6:00 p.m. ET
• Comfort working in a virtual, fast-paced environment and assisting customers by phone throughout your shift
• Excellent verbal and written communication skills
• Strong attention to detail, sound judgment, and a customer-first mindset

Virtual Requirements

• 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

Preferred Qualifications

• 2+ years of relevant phone or email customer service experience within healthcare
• Experience working remote/virtually
• Experience working in Veterinary/Pet care
• Demonstrated ability to work as a team member
• Animal lover (not required, but definitely a plus)

Benefits

• Meaningful mission helping modernize pet health
• Remote-first culture built on flexibility and trust
• Competitive base salary with performance-based incentives
• Medical, dental, and vision insurance with partial dependent coverage
• Generous PTO and a 401(k) plan
• Supportive, close-knit team that celebrates wins and learns fast

Pay

$18 per hour

Schedule

Monday through Friday, 9:30 a.m.–6:00 p.m. ET