Customer Experience (CX) Associate (AEQ)

About the role

PetLabCo. is looking for a skilled Customer Experience (CX) Associate to join our growing team and help customers solve real problems—quickly, clearly, and confidently. In this role, you'll be the voice of a trusted brand that helps pets feel better at every stage of life. You'll work directly with customers across phone, email, chat, and text, taking ownership of issues and guiding customers to the right outcome. This role often involves helping concerned pet parents navigate product quality issues or unexpected responses their pets may experience, balancing empathy with clear guidance and practical solutions.

This position reports to a CX Team Lead and is a full-time, hourly position. 90% of your time will be dedicated to frontline work across multiple channels—Diagnosing problems, explaining next steps, and helping customers move forward with confidence. 10% of your time will be team projects (as needed), continuous improvement, and goal-setting. There are weekly check-ins with your team lead focused on performance, learning, and growth.

Requirements

• 1-3 years relevant work experience
• Strong problem-solving skills and the ability to make thoughtful decisions in real time
• Clear, confident communication—especially when explaining solutions or setting expectations
• Comfort using helpdesk/ticketing software
• Working knowledge of Microsoft 365 is preferred
• Experience working in a direct-to-consumer (DtC) environment is preferred

Our Values

• Thoroughness - We see the forest AND the trees. We demonstrate attention to detail and accuracy. We find ways to make customers' experiences with us better.
• Dedication - We are passionate about our work. We are committed to our customers, their pets, our teammates and "doing what's right". We are always learning and sharing our knowledge to help others.
• Empathy - We are pet parents. We understand why our customers and teammates think and feel as they do. We approach individuals from their perspective.
• Ease - We are problem solvers. We make things easier for the people who rely on us. We remove roadblocks and find smoother paths.

Benefits

• 20 days PTO plus company holidays
• Company Bonus
• Medical, Vision and Dental Insurance
• Short-Term and Long-term disability Insurance
• Life Insurance
• 401K
• Work Remote
• Monthly Internet Stipend

Pay

$18.00/hour + bonus + benefits

Schedule

Monday - Friday, 9:00am - 5:30pm ET

Qualifications

You learn quickly and adapt easily in a fast-paced environment
You're comfortable facing new or unfamiliar problems and figuring things out
You work independently, ask clarifying questions when needed, and manage your time well.
You care about doing good work and being someone others depend on.