[Hiring] Cat Concierge @Smalls

Role Description

The Customer Experience team at Smalls aims to deliver world-class experiences to the humans and kitties who interact with our brand and products. As a Cat Concierge, you are responsible for being the voice of our brand as you engage with cat people across a range of channels and platforms.

• Act as the primary touchpoint for all of our prospective and existing customers as the voice of the brand.
• Answer inquiries, address customer requests, and engage with customers about our products and services accurately and within our promised quality and response times across a range of channels including email, SMS, phone, chat, social platforms, and more.
• Utilize training and team guidelines to fully understand the customers’ situation and needs to provide a tailored, highly personalized response and curated experience.
• Introduce customers to new or different products or services, when appropriate, to maximize their Smalls experience.
• Identify and escalate issues reported by customers across tech, operations, and marketing for troubleshooting and fixes.
• Provide feedback to internal project teams on customer facing changes and proposals as representatives of our customers based on your daily interactions and experience.
• Think from a customer perspective and discover ways to optimize their experience through support and service, processes, and tools.
• Learn how to use new processes, technologies, and tools to improve our team’s performance and support larger company and customer experience strategies.
• Travel 1 - 2 times a year for full company and team-specific retreats.

Qualifications

• You have impeccable verbal and written communication skills.
• Proven track record of high performance in a support / client facing role in a fast growing or startup environment.
• You’re empathetic, curious, energetic, self-motivated, and adaptable.
• You’re a reliable team player who’s always looking for ways to help out.
• You have availability outside of the standard “9 to 5” (40 hours a week, including weekends and holidays).
• You’re excited by the prospect of an ever-evolving, experimental, and fast-paced work culture - you embrace change!

Benefits

• Mission-Driven Company: We love cats and we're here to make nine lives ten.
• People-Driven Company: We treat our people like people; we're committed to Smalls, and we work hard but also respect everyone’s lives outside of work.
• Data-Driven Culture: We love using data to guide decision-making where appropriate, but we also know when to move quickly and go with our gut.
• Competitive Salary: Make some $$$.
• Very Competitive Benefits: Fully paid Health, Vision, and Dental insurance. 24 PTO Days, plus paid company holidays.
• Fully Remote Office & Culture: Our team is spread across the US day to day, but we travel for department & company off-sites and retreats.
• Free Product: Free cat food every month.