About the Role
At Ollie, we are on a mission to revolutionize the pet food industry by providing human-grade, fresh meals tailored to every dog's unique nutritional needs. As a Customer Experience Associate within our dedicated Canine Care team, you will be the heartbeat of our brand, ensuring that every interaction a pet parent has with us is as high-quality as the food we deliver to their door. We are looking for empathetic, dog-loving professionals who understand that our customers want the absolute best for their furry family members. In this role, you won't just be answering tickets; you will be embarking on a health journey with our members, providing anticipatory service and genuine kindness at every touchpoint from box to bowl.
As a member of our growing pack, you will join a culture that cares deeply about its mission and its people. While we are currently hiring for fully remote positions, we are specifically seeking candidates in or local to the Salt Lake City area, as we look forward to co-locating this team when the time is right. This is a unique opportunity to join a fast-paced, mission-driven startup where your voice matters and your passion for pets can truly make a difference in the lives of thousands of dogs nationwide.
Key ResponsibilitiesIn this role, you will report directly to the Customer Experience Shift Manager and serve as the primary advocate for our pups and their parents. Your daily impact will include:
- Acting as the primary voice of the Ollie brand, ensuring every communication reflects our values of kindness, expertise, and empathy.
- Delivering a memorable and world-class customer experience across multiple communication channels, including email, phone, and our specialized order management systems.
- Building and maintaining long-term relationships with our members by proactively addressing their needs and providing personalized wellness advice for their dogs.
- Accurately tracking and monitoring customer interactions and feedback to provide the product and operations teams with actionable insights.
- Driving strategic CX initiatives aimed at evolving our service model from reactive support to a genuinely-kind, anticipatory experience.
- Contributing to the development of fellow agents by sharing best practices and supporting the overall growth of the Canine Care department.
- Leading and developing special projects that improve the customer journey and streamline internal workflows to ensure Ollie remains a leader in the pet health space.
We are looking for individuals who are energized by problem-solving and who approach every challenge with a pet-first mindset. To be successful in this role, you should possess:
- A Bachelors degree from an accredited four-year college or university.
- Previous experience in customer-centric roles, such as high-end retail, food service, or hospitality, where building relationships was a key focus.
- Exceptional communication skills, both written and oral, with the ability to convey complex nutritional information with patience and clarity.
- A natural aptitude for improvisation and problem-solving, with the ability to stay calm and resourceful in a fast-moving environment.
- Familiarity with Gladly, Zendesk, or similar customer relationship management (CRM) platforms is highly preferred.
- A genuine passion for dogs and pet health; experience in the pet industry or with health-food brands is a significant plus.
- An energized, fun-loving personalitywe love sharing dog memes and celebrating the unique bonds our customers have with their pets!
Ollie is committed to taking care of our team members just as well as we take care of our pups. Our comprehensive benefits package includes:
- A competitive hourly salary with additional annual bonus potential based on performance.
- A sponsored 401k program with an employer match of up to 4% to help you plan for your future.
- Comprehensive health, dental, and vision coverage to keep you and your family healthy.
- Generous paid parental leave to support growing families.
- Our unique "Paw-ternity" leave, providing one week of paid time off for new dog parents to bond with their new pack members.
- A free Ollie subscription for your dog, because we want your pets to be as healthy as our customers' pets!
- The opportunity to work alongside an inspiring, diverse, and dedicated team of pet lovers in a collaborative environment.