Job Description
Delight and Support Pup Parents: Provide timely, empathetic, and knowledgeable support through phone, SMS, chat, and email, ensuring a seamless experience at every touchpoint. Resolve with Purpose: Assist customers with a wide range of inquiries including product details, subscription management, delivery updates, account troubleshooting, and billing concerns. Champion Subscription Success: Actively help customers manage their recurring orders — adjusting delivery dates, modifying subscriptions, explaining billing cycles, and more to reduce churn and boost retention. Act as a Brand Ambassador: Deliver a "best-in-show" experience by accurately resolving issues while embodying the tone, values, and customer-first approach of our brand. Maintain thorough, accurate notes in our CRM to ensure smooth handoffs and visibility across the team, and share customer feedback to influence product and service improvements. Keep current on our evolving policies, promotions, and subscription features to provide informed and proactive guidance. Consistently meet or exceed performance goals, including first conversations per hour, customer satisfaction (CSAT), and quality assurance.
About Sundays for Dogs
Sundays for Dogs is a venture backed direct-to-consumer brand with the goal to make life easier on the modern dog parent.