Cat Concierge

Smalls

Responsibilities

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.

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

Travel 1 - 2 times a year for full company and team-specific retreats.

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!

We love cats and we're here to make nine lives ten.

We treat our people like people; we're committed to Smalls, and we work hard but also respect everyone’s lives outside of work.

We love using data to guide decision-making where appropriate, but we also know when to move quickly and go with our gut.

Make some $$$.

Fully paid Health, Vision, and Dental insurance. 24 PTO Days, plus paid company holidays.

Our team is spread across the US day to day, but we travel for department & company off-sites and retreats.

Free cat food every month.