Who We Are

Spot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis. Our recipes are developed by leading animal nutritionists, and are made with only real, human-grade ingredients... and nothing artificial! We have lofty goals (to make every dog in the country healthier, and every pet parent happier!) and we are looking for the right people to help us get there. This is an exciting opportunity to join a VC-backed, high-growth, e-commerce startup and have an outsized impact in an extremely fast-paced environment. Plus, you get to think about dogs all day!

Who You Are

Spot & Tango is looking for a Customer Experience Specialist to join our remote-based CX Team! You are empathetic, creative, curious, and have a passion for delivering exceptional customer experiences. Our ideal candidate will thrive while engaging in meaningful conversations with pet parents, solving complex problems, and being the eyes and ears of our brand.

The Role

The role of a Customer Experience Specialist at Spot and Tango is to provide exceptional customer support to customers who have inquiries, concerns, or feedback related to our products and services. The primary responsibility of the role is to ensure that customers have a positive experience with our brand, and that their needs are met in a timely and satisfactory manner.

Customer Experience Specialists at Spot and Tango work closely with cross-functional teams, including product development, marketing, and sales, to ensure that customer feedback is addressed and resolved effectively. They are responsible for maintaining a positive and professional relationship with customers, and for maintaining a thorough knowledge of our products and services to provide accurate and helpful information to customers.

Responsibilities:

• Provide timely and effective resolution to customer inquiries and concerns through phone, email, chat, and social media platforms.
• Maintain a positive and professional relationship with customers by actively listening to their needs and providing exceptional service.
• Collaborate with our internal teams to ensure that all customer feedback and inquiries are addressed and resolved in a timely and satisfactory manner.
• Provide feedback to the product development team on customer preferences and suggestions to improve our products and services.
• Maintain a thorough knowledge of our products and services to better serve our customers and ensure a seamless customer experience.
• Participate in training programs and company meetings to stay up-to-date with company policies, procedures, and initiatives.

Requirements:

• Bachelor's degree or equivalent work experience
• At least 2 years of experience in customer service or related field
• Excellent communication skills, both written and verbal
• Ability to empathize and connect with customers
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving skills and the ability to think critically
• Experience with CRM software and other relevant customer service tools
• Familiarity with social media platforms and their role in customer service
• Believe in customer obsession as a growth driver and brand differentiator
• Dog lovers are a plus!  

This is a remote position (must be US based).