[Remote] Customer Experience Associate

Note: The job is a remote job and is open to candidates in USA. Koala Health is on a mission to simplify pet healthcare and create joyful experiences for pet owners and veterinarians alike. As a Customer Experience Associate, you’ll be the friendly voice and helpful hand behind every customer interaction, assisting with order updates and managing questions across multiple channels. Responsibilities Assist customers over the phone and email with product and service questions Manage both inbound and outbound calls and emails Proactively identify solutions to questions you anticipate our pet owners have in each interaction Take a hands-on approach to resolving every issue, owning it from start to finish Provide a best-in-class service experience for our customers while working in a fast-paced environment Provide our customers with technical support when navigating our website Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience Skills High school diploma or equivalent 6+ months of professional experience working with computer and web based tools 1+ years of customer service experience or Veterinary care experience Ability to work 9:30am - 6pm ET, Monday - Friday Comfortable with virtual environments, including phone contact with customers for the duration of your shift Excellent communication skills (spoken and written) Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours 2+ year of relevant phone or email customer service experience Experience working virtually Experience working in Veterinary/Pet care Demonstrated ability to work as a team member Animal lover - Not required, but definitely a plus Benefits Medical, dental, and vision insurance with partial dependent coverage Generous PTO 401(k) plan Company Overview Koala Health provides medications and health products for pet needs. It was founded in 2021, and is headquartered in Boston, Massachusetts, USA, with a workforce of 11-50 employees. Its website is