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.

Responsibilities

• Diagnose problems and explain next steps to customers.
• Guide customers to the right outcome through clear, confident communication.
• Use helpdesk/ticketing software to manage customer interactions.
• Collaborate on team projects, continuous improvement initiatives, and goal-setting.
• Participate in weekly check-ins with your team lead for 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.

Qualifications

• 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.

Skills

• Quick learner and adaptable in a fast-paced environment.
• Comfortable facing new or unfamiliar problems and figuring things out.
• Works independently, asks clarifying questions when needed, and manages time well.
• Cares about doing good work and being someone others depend on.

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.

Company

PetLabCo. is a fast-growing pet supplement business where our vision is to be the world's most trusted pet health partner. Launching in 2018, we have built a loyal community of loving pet parents and over 1.5 million happy pets whose lives have been positively impacted by our innovative products. We value people who take ownership, move with urgency, and deliver results. This is a strong fit for an ambitious, hardworking animal lover who enjoys solving problems and contributing in a fast-moving, customer-driven team where people are supported in doing thoughtful work that prevents repeat customer issues.

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.

Equal Opportunity Employer

We are an equal-opportunity employer that is committed to diversity and inclusion. We encourage all applications irrespective of gender, race, sexual orientation, religion, age, nationality, marital status, and disability. We believe that diversity is at the heart of innovation and we welcome passionate candidates from all backgrounds.