Customer Care Specialist

Eureka Pet Co; Sydney; Hybrid; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Flexible work

Learning budget

Staff pet treats

Mission-driven culture

Collaborative team

Job summary

Eureka Pet Co is seeking a Customer Care Specialist in Australia to support customers via email, live chat and phone. You will handle orders, subscriptions and product questions, working in a lean CX team focused on fast, personal service.

Join a dog‑driven, mission‑led company with a flexible hybrid setup (Brookvale HQ 2 days, from home 3 days) or fully remote for the right person. Experience with Gorgias is a bonus.

Qualifications

• Experience in customer-facing roles.
• Familiarity with multi-channel support processes is a plus.
• Ability to learn new tools quickly and adapt to AI-assisted workflows.

Responsibilities

• Assist customers via email, live chat and phone.
• Manage orders, subscriptions, deliveries and product questions.
• Collaborate with Ops to ensure smooth dispatch and delivery.
• Develop and maintain a knowledge base for customers.

Skills

Customer service

Gorgias

Live chat

Phone support

Email support

AI tools

English communication

Tools

Gorgias

CRM systems

AI tools

Job description

Eureka Pet Co · Australia (Hybrid or Remote)

About the job

• Location: Hybrid preferred (2 days per week at our dog-friendly Brookvale HQ and 3 days from home), with fully remote an option for the right person

Love dogs, love people, and love making things work better? You'll fit right in.

About Us

We're Eureka, a next-generation pet wellness company on a mission to improve the way dogs eat and thrive. Founded in 2022, we've grown fast by doing things differently. We make Australian-made, air-dried dog food focused on quality ingredients, wild proteins and nutrition, with no fillers and no compromises.

In a few short years, we've:

• Onboarded 80,000+ Aussie dogs
• Scaled to 7M+ meals delivered annually
• Built a subscription-first direct-to-consumer business with thousands of 5-star reviews
• Raised capital from some of the brightest minds in pet
• Vertically integrated our manufacturing
• Created real-world native habitat conservation through our supply chain

Our culture is humble but hungry. We're results-driven, data-led and built for speed. We work hard, have fun and keep things practical. No corporate speak.

The Role

We're looking for a Customer Care Specialist to be a key part of the experience we deliver to thousands of pet parents.

You’ll help customers across email, live chat and phone, handling everything from orders and subscriptions to deliveries and product questions. You’ll be part of a lean, hands-on CX team that cares about getting the details right, solving problems quickly and making every interaction feel personal.

Beyond day-to-day support, you’ll help us improve how we work by identifying customer pain points, refining our knowledge base and using technology and AI to make customer care smarter and more efficient.

What You’ll Do

• Support customers across email, live chat and phone, primarily through Gorgias
• Resolve account, subscription, order and delivery issues with care and efficiency
• Answer product and feeding-related questions using our internal resources and guidelines
• Work closely with Ops to ensure orders are dispatched and delivered smoothly
• Build and maintain our Customer Care knowledge base and improve support processes
• Identify patterns in customer feedback and share insights with Product, Ops and Marketing
• Help train and improve AI tools to support customer care and team efficiency
• Track customer experience trends and contribute to ongoing improvements

About You

• Passionate about dogs and genuinely enjoy helping people
• Strong written and verbal English, with a warm, clear and confident communication style
• Customer-facing experience, including handling tricky conversations and finding practical solutions
• Organised, proactive and comfortable managing competing priorities
• Digitally savvy and quick to learn new tools and systems
• Enjoy improving processes, spotting trends and finding better ways to work
• Experience with Gorgias, customer support platforms or AI tools is a bonus , not a requirement

What You’ll Get

• Flexible working arrangements, with 2 days a week at our dog-friendly Brookvale HQ and 3 days from home, or fully remote for the right person
• A dedicated learning and development budget, including hands‑on training in AI tools
• Staff allowance of Eureka air dried for your best mate
• The opportunity to contribute to a mission‑led company that cares about both dogs and the planet
• A smart, low‑ego, execution‑first team that backs each other

This Role Is for You If...

• You love helping customers and making their day a little easier
• You can stay calm, kind and solutions‑focused when things get tricky
• You enjoy working in a fast‑growing business where there's always something to improve
• You're curious about technology and excited to explore how AI can make customer care better
• You want to make a real impact rather than get lost in a big corporate team

A Note on Inclusion

Eureka Pet Co is an equal opportunity employer. We're committed to building a diverse, inclusive team and will work with you to ensure accessibility at every stage.