Customer Experience Associate

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives. As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.

About the role

We’re looking for new members to join our Award Winning Canine Care team, a close-knit pack that serves Ollie’s best pups and their parents to our high-quality standards. We make sure that, from box to bowl, all our dogs (and our customers) are having the best experience possible. This role will report to the Customer Experience Manager.

We are ONLY hiring candidates living within about one hour of both Salt Lake City, UT and Nashville, TN. While this is a remote position, we hold required quarterly in-person offsites in these areas.

Responsibilities

• Represent the Ollie brand voice to our current and prospective customers
• Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents
• Manage customer relationships across multiple channels, including emails, phones, our order management system, and more
• Accurately track and monitor customer feedback and interactions
• Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience
• Help to develop agents not only in their KPIs and role but their career development
• Develop and lead projects and initiatives that improve the Ollie experience in Canine Care and beyond

Requirements

• Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own
• Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents’ many questions
• Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules
• Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you
• Fun. You don’t mind occasional sloppy dog kisses and love sharing memes

Qualifications

• Bachelor’s Degree from an accredited four-year college or university
• Previous experience in customer-centric roles (retail, food service, etc.)
• Experience with pets or health-foods preferred
• Experience with Gladly or a similar platform a plus
• Interest in working in a pet-friendly, fast-moving environment

Benefits

• Competitive hourly salary and an annual bonus potential
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Ollie subscription for one dog
• Inspiring pack members