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Customer Care Associate

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

2+ years in a customer-facing role, preferably in a subscription-based business., Strong verbal and written communication skills to simplify complex details., Proficient with CRM platforms and help desk tools., Genuine enthusiasm for dogs and their wellbeing..

Key responsibilities:

  • Provide timely and empathetic support through various communication channels.
  • Assist customers with inquiries related to products, subscriptions, and billing.
  • Act as a brand ambassador by delivering a high-quality customer experience.
  • Maintain accurate notes in the CRM and share feedback for service improvements.

Sundays logo
Sundays Small startup https://sundaysfordogs.com/
2 - 10 Employees
See all jobs

Job description

Sundays for Dogs is a venture backed direct-to-consumer brand with the goal to make life easier on the modern dog parent so that they may spend more quality time with their dog. We enable dog parents to not have to choose between quality and convenience when seeking the world’s best dog food. We are a team dedicated to the mission and consider ourselves skydivers, not plane passengers. We decide fast, fail fast and learn fast.

We’re looking for someone who’s upbeat, compassionate, and great at getting things done—while still making people (and pups!) feel genuinely cared for. You’ve got a love for dogs and a knack for clear, friendly communication. If you’re someone who can juggle tasks, solve problems, and make customers feel like they’re in the best hands, we’d love to hear from you!

Your Day-to-Day: What You’ll Do
  • Delight and Support Pup Parents: Provide timely, empathetic, and knowledgeable support through phone, SMS, chat, and email, ensuring a seamless experience at every touchpoint.
  • Resolve with Purpose: Assist customers with a wide range of inquiries including product details, subscription management, delivery updates, account troubleshooting, and billing concerns.
  • Champion Subscription Success: Actively help customers manage their recurring orders — adjusting delivery dates, modifying subscriptions, explaining billing cycles, and more to reduce churn and boost retention.
  • Act as a Brand Ambassador: Deliver a "best-in-show" experience by accurately resolving issues while embodying the tone, values, and customer-first approach of our brand.
  • Document and Collaborate: Maintain thorough, accurate notes in our CRM to ensure smooth handoffs and visibility across the team, and share customer feedback to influence product and service improvements.
  • Stay Product-Savvy: Keep current on our evolving policies, promotions, and subscription features to provide informed and proactive guidance.
  • Crush Your Metrics: Consistently meet or exceed performance goals, including first conversations per hour, customer satisfaction (CSAT), and quality assurance.

    • What You Bring to the Pack
  • Customer Service Experience: 2+ years in a customer-facing role—call center, e-commerce, retail, or hospitality—especially within a subscription-based business is a plus.
  • Clear Communicator: Strong verbal and written communication skills, with the ability to simplify complex subscription details and policies.
  • Calm Under Pressure: Patience and empathy in challenging situations, with the ability to de-escalate and find solutions quickly.
  • Tech-Savvy: Proficient with CRM platforms (like Dixa, Zendesk, Gorgias, or Salesforce), help desk tools, and subscription management systems.
  • Problem Solver: Sharp attention to detail, proactive thinking, and a strong sense of ownership when it comes to solving customer issues.
  • Organized Multitasker: Able to balance a high volume of tickets or calls while maintaining top-tier quality and accuracy.
  • Dog Lover: A genuine enthusiasm for dogs and their wellbeing—this isn’t just a job, it’s a passion.

    • Benefits
  • Medical, Vision & Dental Insurance
  • Mental Health Support + Free Therapy
  • Personalized work from home set-up
  • Strong PTO and sick day bank, plus time-and-a-half OT and holiday pay across a long list of holidays
  • 401k plan
  • Free subscription to Sundays For Dogs
    •

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Subscription Business Models

    Other Skills

    • Customer Service
    • Communication
    • Problem Solving
    • Multitasking
    • Empathy
    • Detail Oriented
    • Calmness Under Pressure
    Are you interested?

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