[Hiring] Nutrition & Quality Specialist @Sundays for Dogs

Role Description

We're looking for a knowledgeable, detail-oriented Nutrition & Quality Specialist to join our Food Quality & Safety team at Sundays for Dogs. In this role, you'll be the go-to expert for customers who have questions about our food, from ingredients and nutrition to product quality and safety. You'll use your veterinary background to translate complex scientific information into clear, accurate, and approachable answers that help pet parents feel confident about what they're feeding their dogs.

This is a unique opportunity to apply your veterinary experience beyond the clinic, helping pet parents better understand the food they feed their dogs while directly contributing to the quality and safety of our products. This is a fully-remote position with occasional trips to our headquarters in Cleveland, OH.

Your day-to-day:

• Customer Education & Technical Support:
  • Serve as the primary point of contact for escalated customer inquiries related to canine nutrition, ingredients, food quality, and product safety.
  • Explain nutritional concepts, ingredient functionality, feeding guidelines, and dietary transitions in a way that's accurate, approachable, and easy for pet parents to understand.
  • Help customers navigate questions about food sensitivities, digestive concerns, and life-stage nutritional needs, recognizing when veterinary consultation is appropriate.
  • Partner with Customer Care to resolve complex food-related inquiries via email, chat, and phone.
• Food Quality & Safety:
  • Investigate and respond to customer concerns related to product quality, appearance, consistency, packaging, and food safety.
  • Identify, document, and escalate potential product quality issues, adverse events, and safety concerns in accordance with established protocols.
  • Collaborate with Food Quality & Safety and R&D to investigate customer-reported issues and provide accurate, timely responses.
  • Maintain detailed records of customer inquiries, investigations, and resolutions.
  • Identify trends in customer feedback that may signal opportunities to improve product quality, customer education, or internal processes.
• Cross-Functional Collaboration & Education:
  • Serve as a technical resource for the Customer Care team, helping them confidently navigate questions about our products.
  • Partner with Food Quality & Safety, R&D, Veterinary, and Customer Care teams to ensure consistent, scientifically accurate communication.
  • Help develop and maintain educational resources, FAQs, and internal training materials related to nutrition, ingredients, and food safety.
  • Share recurring customer questions, concerns, and insights with relevant teams to continuously improve our products and customer experience.

What success looks like:

• First 30 Days:
  • Complete onboarding on Sundays' products, ingredients, nutritional standards, and food safety protocols. Shadow Customer Care and Food Quality & Safety to understand common customer questions and existing escalation processes.
• First 3 Months:
  • Independently manage 90%+ of assigned technical customer inquiries, providing accurate, empathetic, and timely responses. Establish a clear process for documenting, tracking, and escalating food quality and safety concerns.
• Ongoing — Response Time:
  • Respond to 95% of assigned customer inquiries within 1 business day.
• Ongoing — Resolution & Accuracy:
  • Maintain a 95%+ quality assurance score on customer responses, ensuring scientific accuracy, clear communication, and appropriate escalation of medical or food safety concerns.
• Ongoing — Continuous Improvement:
  • Identify recurring customer questions and product concerns, sharing monthly insights with Food Quality & Safety, R&D, and Customer Care to improve education, processes, and product quality.

Qualifications

• Veterinary Background: 2+ years of experience as a Veterinary Technician or Veterinary Assistant in a clinical setting. RVT, LVT, or CVT certification strongly preferred.
• Nutrition Knowledge: Strong foundational understanding of canine nutrition, digestion, dietary needs, and common food-related health concerns.
• Excellent Communication: Ability to take complex veterinary or scientific information and communicate it clearly, accurately, and empathetically to pet parents.
• Customer-Centric Mindset: Genuine interest in helping dog owners, with the patience and judgment to navigate sensitive or complex customer questions.
• Attention to Detail: Strong documentation skills and the ability to identify, investigate, and appropriately escalate potential quality or safety concerns.
• Problem-Solving Skills: Comfortable investigating issues, gathering relevant information, and collaborating across teams to find solutions.
• Self-Starter: Highly organized, resourceful, and comfortable managing responsibilities independently in a remote environment.
• Tech-Savvy: Comfortable working with customer support platforms (e.g., Zendesk), documentation systems, and digital communication tools.

Bonus Points For:

• Experience working in the pet food, animal nutrition, or animal health industry.
• Familiarity with AAFCO nutritional standards and pet food labeling.
• Experience handling customer-facing technical inquiries or product quality concerns.
• Additional education or specialized training in canine nutrition.

Benefits

• Unlimited PTO – we trust you to take the time you need.
• Equity program – a chance to own part of the company!
• 401(k) plan with employer match – invest in your future.
• Annual work-from-home stipend – set up your workspace for success.
• Competitive Medical, Dental, Vision plans – company covers 80%.
• Sundays subscription for your pup! – because we care about your furry friends.
• Parental leave & PAWrental leave – support for growing families, both human and pet.
• Discounted pet insurance – keep your pets happy and healthy.