Customer Experience Associate
Paw Prosper · Aurora, CO · 6 days ago
On-siteCustomer Service$50k/yrFull-time
Key Responsibilities
- Deliver exceptional customer service across phone, email, chat, and SMS channels
- Guide customers through product selection and education based on their pet’s mobility, condition, or recovery needs
- Become an expert in our wellness, rehabilitation, and recovery product lines (training provided)
- Handle a high volume of customer communications with professionalism, urgency, and care
- Collaborate cross-functionally with internal teams to escalate and resolve product, shipping, or service issues
- Surface trends, blockers, or gaps in the customer journey to drive continuous improvement
- Help build and maintain internal CX resources, tools, and macros
- Partner with marketing, growth, product, sales, and fulfillment teams to ensure alignment on key customer initiatives
Qualifications
- 2+ years in a customer-facing role (ecommerce or DTC preferred)
- Experience supporting high-volume customer service function through multiple channels (e.g., email, chat, phone)
- Strong written and verbal communication skills; confident and compassionate communicator
- Familiarity with helpdesk/CX platforms (e.g., Commslayer, Gorgias, Zendesk, Kustomer, etc.), Shopify, Google Workspace, Slack, and VoIP tools like Dialpad, Aircall, etc.
- Ability to multitask with attention to detail and minimal errors
- Passion for pets, wellness, and overall customer experience in pet wellness
- Highly empathetic, curious, and proactive approach to problem-solving
- Nice to have: background in pet wellness, veterinary, or pet-related industries; prior experience managing support across multiple brands or product lines; familiarity with ticket tagging, macros, reporting, and AI tools
Benefits
A competitive base salary range of $50,000–$60,000, along with a performance-based bonus structure.
Team members enjoy a 401(k) with a 3% employer match and access to medical, dental, and vision benefits partially covered by the company.
The dog-friendly office means your pup can be part of the workday, too.