Customer Experience Omnichannel Specialist

Description Whisker is redefining what it means to live with cats—designing intelligent systems that remove friction, elevate the everyday, and celebrate the quiet brilliance of feline companionship. Today, Litter-Robot leads the category. Tomorrow, an entire ecosystem that expands what’s possible for cats and the people who love them. We believe the future is feline. And we’re imagining that future today. We work onsite 4+ days a week, with our team based in Auburn Hills, Michigan, and Juneau, Wisconsin. Our team of 700+ passionate pet people thrives on collaboration, innovation, and the occasional office cameo from a four-legged friend. This position is remote but candidates must reside in the following states: CA, CO, FL, GA, IL, IN, KY, KS, MD, MI, NC, NV, NY, OH, OK, OR, PA, TN, TX, UT, VA, WA, WI. At Whisker, we know life with pets is already pretty great, but we’re here to make it even better. The Whisker Customer Experience Team is growing and we are continuing to build our CX Center of Excellence. 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 November 16th, 2026 and will be a fully remote role. Starting Compensation: $21.00/hour (Standardized across the hiring class to ensure equity, with clear pathways for future career advancement What You'll Do: The Omnichannel Specialist provides “top-notch” service to our Whisker customers, utilizing knowledge of products, processes and commonly used customer service concepts. The Omnichannel Specialist will communicate with our customers via support platforms such as phone, chat and email. Essential Duties and Responsibilities: This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary. Provides best-in-class customer service, solutions, and product information to our customers from inbound and outbound customer support platforms - phone, chat, and emailManages inbound calls and customer communication within outlined KPI’sContributes to the weekly team meetingsSpecializes in assisting customers in troubleshooting their Litter-Robot and Feeder-RobotOffers customers technical support with our mobile app, including on-boarding, connectivity concerns, etcInternal Feedback: Supports our team for insight into how customers feel about our products, what troubleshooting issues are trending, etcProduct improvements: You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developmentsTeam Collaboration: Participates in devising unique solutions based on customerexperience with how our products are used in their home environment all over the worldWill perform additional responsibilities when required Requirements What You’ll Bring: HS Diploma or equivalentComfortable communicating fluently in Spanish (both spoken and written) to support our diverse customer base3+ years of customer service experienceExcellent verbal, written, and interpersonal communication skillsExperience with data entry and order entryAbility to multitask and prioritizeMust be a team playerPositive and upbeat attitudeStrong computer skills including experience with spreadsheet, documents, word processing etcMaintains confidentiality of proprietary informationAbility to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptionsHigh degree of initiative, self-motivation and ability to motivate othersAbility to provide a working atmosphere that is positive and productiveAbility to establish and maintain cooperative working relationships with team members and colleaguesFlexibility to work hours outside of shift and overtime when necessary Not Required but Nice to Have! 2+ years of help-desk or customer service experienceGoogle Suite experienceSalesforce and / or Magento experienceNot required to have pets, but highly recommended! Benefits & Purrks: Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with: Premium Medical/Dental/Vision insurancePaid parental leaveWhisker Parents Program1 day "pawternity" leave for new pet adoptionPet Insurance Discount401K matchFlexible spending accountsCompany-paid short-term disability and life insuranceEmployee Assistance Program (EAP)Generous paid time off14 Paid HolidaysTop of the line equipmentPet-friendly officeWhisker products and swagContinuing education SupportOn-site gym with PelotonReferral program Statement of Inclusivity: We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive. While Whisker is an AI-forward organization, we will not ask you to interview with an AI agent. We lead with a human first approach for hiring. We ask that you refrain from using an AI tools during any interview. Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.