Customer Experience Omnichannel Specialist

About the role

The Whisker Customer Experience Team is growing and we are continuing to build our CX Center of Excellence at Whisker HQ in Auburn Hills, MI. The CX Omnichannel Specialist role requires open availability, as most shifts will include evenings and weekends. Flexibility, reliability, and the ability to work in a dynamic, fast-paced environment are essential. The anticipated start date for this position is July 20th, 2026.

What You'll Do

• Provides best-in-class customer service, solutions, and product information to our customers from inbound and outbound customer support platforms - phone, chat, and email
• Manages inbound calls and customer communication within outlined KPI’s
• Contributes to the weekly team meetings
• Specializes in assisting customers in troubleshooting their Litter-Robot and Feeder-Robot
• Offers customers technical support with our mobile app, including on-boarding, connectivity concerns, etc
• Internal Feedback: Supports our team for insight into how customers feel about our products, what troubleshooting issues are trending, etc
• Product improvements: You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developments
• Team Collaboration: Participates in devising unique solutions based on customer experience with how our products are used in their home environment all over the world
• Will perform additional responsibilities when required

What You’ll Bring

• HS Diploma or equivalent
• 3+ years of customer service experience
• Excellent verbal, written, and interpersonal communication skills
• Experience with data entry and order entry
• Able to multitask and prioritize
• Must be a team player
• Positive and upbeat attitude
• Strong computer skills including experience with spreadsheet, documents, word processing etc
• Maintains confidentiality of proprietary information
• Able to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• High degree of initiative, self-motivation and ability to motivate others
• Able to provide a working atmosphere that is positive and productive
• Able to establish and maintain cooperative working relationships with team members and colleagues
• Flexibility to work hours outside of shift and overtime when necessary
• Comfortable with office pets (cats, dogs)

Not Required but Nice to Have!

• 2+ years of help-desk or customer service experience
• French, German, Italian, and/or Spanish language skills are a huge plus!
• Google Suite experience
• Salesforce and / or Magento experience

Physical Demands and Work Environment

The physical demands described here represent those that a Team Member must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits & Purrks

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day "pawternity" leave for new pet adoption
• Pet Insurance Discount
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program