Customer Experience (CX) Associate

About the Company

PetLabCo. is a rapidly expanding pet supplement company committed to becoming the trusted partner in pet health worldwide. Established in 2018, it has fostered a devoted community of pet parents and positively influenced over 1.5 million pets through its innovative products. The organization values employees who demonstrate ownership, urgency, and a results-driven mindset.

Position Overview

The Customer Experience (CX) Associate will play a vital role in helping customers resolve issues efficiently and clearly while representing a reputable pet health brand. This full-time remote position involves interacting with customers across social media, marketplaces, reviews, chat, and text platforms. Reporting to a CX Team Lead, you will ensure customer satisfaction by taking responsibility for concerns and guiding them toward effective solutions.

Responsibilities

• Spend approximately 70% of time addressing customer inquiries on social channels, diagnosing problems, providing guidance, and empowering customers.
• Devote 20% of time managing and responding to customer feedback on multiple review platforms by composing empathetic, thoughtfully crafted replies that align with the company’s values and transparency.
• Allocate 10% of time towards cross-team projects, performance reviews, continuous learning, and goal-setting in collaboration with your team lead.

Candidate Requirements

• One to three years of relevant experience in customer service or related fields.
• Strong analytical skills coupled with the ability to make well-considered decisions in real-time.
• Excellent and clear communication, especially when explaining solutions and managing expectations.
• Proficiency with helpdesk or ticketing software.
• Familiarity with Microsoft 365 is preferred.
• Experience in a direct-to-consumer (DtC) context is advantageous.

Core Values and Work Culture

• Thoroughness: Paying close attention to details and continuously enhancing customer experiences.
• Dedication: Demonstrating passion and commitment to customers, colleagues, and ethical work standards, with an emphasis on ongoing learning.
• Empathy: Relating to customers and teammates from their viewpoints, showing understanding and care.
• Ease: Acting as problem solvers who simplify processes and eliminate obstacles for customers and team members.

• Quick adaptability in a dynamic, fast-moving environment.
• Confidence in tackling unfamiliar challenges and independently resolving problems.
• Ability to self-manage, ask questions as needed, and maintain effective time management.
• A strong commitment to producing reliable work and being a dependable team member.

Benefits

• Twenty days of paid time off along with company-recognized holidays.
• Company performance bonuses.
• Comprehensive health benefits including medical, vision, and dental insurance.
• Short-term and long-term disability coverage.
• Life insurance policy.
• 401(k) retirement savings plan.
• Opportunity to work remotely.
• Monthly stipend to assist with internet expenses.

Additional Information

Work schedule is Wednesday through Sunday from 9:00 AM to 5:30 PM Eastern Time. Compensation starts at $18 per hour, with additional bonuses and benefits included. PetLabCo. is dedicated to fostering an inclusive and diverse workplace, encouraging applications from candidates of all backgrounds regardless of gender, race, sexual orientation, religion, age, nationality, marital status, or disability status.