Description
About Us
Founded in 2016 by Renaldo Webb, PetPlate sells human-grade, fresh-cooked meals and organic treats and supplements for dogs through an online subscription service and the independent pet retail channel. We are on a mission to enable longer, deeper, and more meaningful relationships between people and their dogs. We offer exceptional quality food for dogs, rooted in science, to deliver essential nutritional solutions with unmatched convenience. We prep and cook our food in USDA kitchens, the same way human food is made. Our meals and treats are always made with high-quality, whole food ingredients — no different from what you would feed the rest of your family. We have sold over 15 million meals and treats since launching nationally in 2017 in a category that is fueling the growth of the $10 billion super premium pet food industry.
Overview
PetPlate is looking for a full-time Petcare Specialist to join our tight-knit Customer Care team in providing best-in-class care and support. We believe that our dogs are members of the family, and we strive to take care of our customers and their dogs like they are a part of ours. This is a position that provides multi-channel support through email, phone, and chat. The ideal candidate will become an expert and an advocate for our customers, our products, and dog nutrition and wellness.
The company is headquartered in New York, NY. This role reports to the Customer Care Lead and is a remote role. This Petcare Specialist will have a schedule of Thursday through Monday, 12:00PM ET-8:00PM ET.
What You’ll Do
Deliver a memorable and exceptional experience by caring for our customers and their dogs through email, chat, and phone calls
Find customer-first solutions to all issues in order to build loyalty and deepen connections
Problem solve and troubleshoot to resolve customer issues in an efficient and timely manner
Be a PetPlate expert and a trusted advisor with in-depth knowledge on our products as well as dog care, nutrition, and wellness
Act as a PetPlate brand ambassador in all interactions
Champion our customers and their dogs by relaying feedback and concerns to relevant teams within the business to ensure continual improvement
Participate in collaborative, cross-departmental projects as needed
What You’ll Bring to the Table
A LOVE FOR DOGS!
1+ years of experience working in customer service and/or hospitality (preferably in DTC and/or subscription-based eCommerce)
Excellent written, verbal, and listening skills
A positive, friendly, patient and warm attitude
Ability to see the bigger picture and remain calm, cool and collected when under pressure
A highly empathetic people (and dog!) person who builds rapport naturally and easily and believes that small acts of kindness can make someone’s day
A proactive solution-oriented problem solver
An independent, detail-oriented, and organized self-starter
A collaborative team player
Someone with integrity who puts the health and care of a dog first
Flexible and adaptable; works well in a high growth environment that’s constantly changing
Curious and eager to learn
Someone with a great sense of humor and loves a good pun
Familiarity with Zendesk or other customer service software
What We’d Love for You to Have
Bonus points if you have a professional background working with animals, especially in veterinary medicine or animal science & nutrition!
Why You’ll Love PetPlate
Competitive Salary + Work-from-home Stipend
Medical, Dental & Vision Insurance Coverage
Generous Vacation Policy + Company Holidays
PetPlate for Your Dog + Discounts for Family & Friends
Team Events + Professional Development
VACCINATION POLICY
NYC HQ: Employees are required to be vaccinated against COVID-19 (in accordance with the CDC definition of vaccination) and provide proof thereof in order to work on-site at our New York City office, unless the employee has an approved exemption (per state/local law) in place prior to the employee’s start date.
The above vaccination policy is based on current local COVID-19 guidelines and is subject to change. We strongly encourage employees to take every necessary precaution to prioritize the safety of yourself and of those around you.