Customer Experience Associate New Req

Remote Jobs; Remote; GBP 60,000 - 80,000; Full time

Job summary

A veterinary pharmacy is seeking a Customer Service Representative to assist pet owners via phone and email, ensuring excellent service experiences. This remote position requires a high school diploma and at least 1+ years of customer service experience in the healthcare or veterinary field. Hot on communication skills and the ability to work in virtual environments, you’ll be part of a supportive team with a mission to modernize pet healthcare. Competitive pay of $18 hourly and generous benefits are included.

Benefits

Medical, dental, and vision insurance

Generous PTO

401(k) plan

Qualifications

• 1+ years of customer service or veterinary care experience.
• At least 1+ years of experience in the vet or healthcare space.
• 6+ months of professional experience with computer/web-based tools.

Responsibilities

• Assist customers over the phone and email with product and service questions.
• Manage both inbound and outbound calls and emails.
• Provide technical support to customers navigating our website.

Skills

Customer service experience

Excellent communication skills

Ability to work in virtual environments

Education

High school diploma or equivalent

Tools

Computer and web-based tools

Job description

Koala Health is on a mission to simplify pet healthcare and create joyful experiences for pet owners and veterinarians alike. We’re a fast‑growing veterinary pharmacy that delivers medications and health products directly to pet parents, beautifully packaged and right on time.

What You Will Do:

• Assist customers over the phone and email with product and service questions.
• Manage both inbound and outbound calls and emails.
• Proactively identify solutions to questions you anticipate pet owners have in each interaction.
• Take a hands‑on approach to resolving every issue, owning it from start to finish.
• Provide a best‑in‑class service experience for our customers while working in a fast‑paced environment.
• Provide technical support to customers navigating our website.
• Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience.

What You Need:

• High school diploma or equivalent.
• At least 1+ years of experience in the vet or healthcare space.
• 6+ months of professional experience working with computer and web‑based tools.
• 1+ years of customer service experience or veterinary care experience.
• Ability to work 9:30 am – 6 pm ET, Monday – Friday.
• Comfortable with virtual environments, including phone contact with customers for the duration of your shift.
• Excellent communication skills (spoken and written).

Virtual Requirements:

• Broadband internet connection via DSL, cable, or fiber to home (FiOS or FiberOptic) with a minimum download speed of 10 Mbps and upload speed of 5 Mbps.
• Ability to work in a home environment that is private, free of distractions, and to devote full attention to the customer during work hours.

Preferred / Nice To Have:

• 2+ years of relevant phone or email customer service experience.
• Experience working virtually.
• Experience working in veterinary/pet care.
• Demonstrated ability to work as a team member.
• Animal lover – not required but definitely a plus.

Why You’ll Love Koala Health:

• Meaningful mission helping modernize pet health.
• Remote‑first culture built on flexibility and trust.
• Competitive base salary with performance‑based incentives.
• Medical, dental, and vision insurance with partial dependent coverage.
• Generous PTO and a 401(k) plan.
• Supportive, close‑knit team that celebrates wins and learns fast.

Pay for this role is $18/hourly.

Koala Health is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.