Customer Care Specialist

Remote; San Francisco (CA); Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Remote-first culture

Competitive base salary with...

Medical, dental, and vision insurance

PTO

401(k) plan

Job summary

Koala Health, a remote-first veterinary pharmacy, is hiring a Customer Experience Associate to be the friendly voice for customers across phone, email and chat. You’ll manage orders, answer questions, and gather feedback to improve the service.

You’ll thrive in a fast-paced, mission-driven environment, uphold a customer-first approach, and work Monday through Friday, 9:30 a.m.–6:00 p.m. ET from a home office.

Qualifications

• High school diploma or equivalent.
• Two+ years of customer service experience.
• Experience in medical, healthcare, or veterinary settings is a plus.
• Proven reliability with weekday daytime availability.

Responsibilities

• Assist customers by phone and email with questions about products, services, and orders.
• Handle inbound and outbound calls and emails with professionalism and empathy.
• Anticipate needs and offer proactive solutions during interactions.
• Take ownership of concerns and resolve issues from start to finish.
• Deliver a best-in-class customer experience in a fast-paced environment.
• Provide clear, patient technical support for website navigation.
• Turn interactions into positive, delightful experiences.

Skills

Customer service

Empathy

Communication

Problem solving

Time management

Education

High school diploma

Tools

CRM software

Web-based tools

Job description

Join Koala Health and help make pet care simpler, smoother, and a little more joyful.

We’re a fast-growing veterinary pharmacy delivering medications and health products directly to pet parents--beautifully packaged and right on time. Our mission is to create better healthcare experiences for pets, the people who love them, and the veterinarians who care for them.

As a Customer Experience Associate, you’ll be at the heart of that mission. You’ll be the friendly, reassuring voice customers count on, providing order updates, answering questions by chat, email, and phone, and sharing valuable feedback that helps us continually improve.

We’d love to meet you if you have:

• At least one year of experience in a medical or healthcare setting

• A strong customer service background

• A warm, empathetic, and genuinely customer-focused approach

• The ability to remain calm and thoughtful under pressure

• A proactive, solutions-oriented mindset and willingness to take ownership

• Confidence supporting customers across chat, email, and phone

• A desire to turn even challenging interactions into positive experiences

This is an exciting opportunity to join a mission-driven team reimagining pharmacy care for pets and their people.

What You Will Do:

• Assist customers by phone and email with questions about our products, services, and their orders.

• Manage inbound and outbound calls and emails with professionalism, empathy, and care.

• Anticipate pet owners’ needs and proactively offer helpful solutions during every interaction.

• Take full ownership of customer concerns, working hands-on to resolve each issue from start to finish.

• Deliver a best-in-class customer experience while thriving in a fast-paced environment.

• Provide clear, patient 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:

• A high school diploma or equivalent

• Two or more years of customer service experience

• At least one year of experience in veterinary care, healthcare, or a related medical setting

• At least six months of professional experience using computers and web-based tools

• A strong track record of reliability and consistent availability to work Monday through Friday, 9:30 a.m.–6:00 p.m. ET

• Comfort working in a virtual, fast-paced environment and assisting customers by phone throughout your shift

• Excellent verbal and written communication skills

• Strong attention to detail, sound judgment, and a customer-first mindset

Virtual Requirements:

• Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed

• Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours

Preferred / Nice To Have:

• 2+ year of relevant phone or email customer service experience within healthcare

• Experience working remote/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