Customer Experience Associate

Ollie; Remote; USD 60,000 - 80,000; Full time

Job summary

A dedicated pet care company is seeking a Customer Experience Associate to join their team. This remote role requires a passion for pets and excellent customer service skills. The successful candidate will manage customer interactions through various channels ensuring every pet and their parent have the best experience. With a focus on empathy and problem-solving, this position offers opportunities to drive initiatives that enhance customer relations and experience within the company.

Benefits

Competitive hourly salary

Sponsored 401k program with employer match

Comprehensive health coverage

Generous PTO policy

Paid parental leave

1-week paw-ternity leave

Free Ollie subscription

Qualifications

• Must have customer service experience in retail or food industries.
• Experience with pets or health foods preferred.
• Ability to engage with customers across multiple communication channels.

Responsibilities

• Represent the Ollie brand voice to customers.
• Deliver memorable customer experiences to build relationships.
• Manage customer interactions via emails and phones.
• Track and monitor customer feedback.
• Drive initiatives to enhance customer experience.

Skills

Customer service orientation

Problem-solving

Communication skills (written and oral)

Empathy for pets

Improvisation

Education

Bachelor’s Degree from an accredited four-year college or university

Tools

Gladly or similar platforms

Job description

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.

As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.

Come join the Ollie Canine Care team!

Our customers want the best for their dogs, and we share that passion. We’re looking for a Customer Experience Associate to join our Canine Care Customer Experience team—a small, dedicated group that ensures every dog (and their parent) has the best possible experience. We make sure that, from box to bowl, all our dogs (and their parents) have the best experience possible.

At Ollie, dogs are at the heart of everything we do. Our love for them drives us to be our best, whether we’re raising the bar on our products, customer service, or teamwork. As a team, we set new standards and strive to continually improve in everything we do.

We also believe in being courageous and kind—creating an inclusive space where diverse perspectives help us grow stronger and work better together. And we want every moment at Ollie to be a chapter you’ll cherish, with a team that celebrates successes, learns from challenges, and enjoys the journey.

The Customer Experience Associate will report to the Customer Experience Shift Manager. This is a remote position, in the Nashville, TN, or Salt Lake City, UT areas ONLY.

What You’ll Do:

• Represent the Ollie brand voice to our current and prospective customers
• Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents
• Manage customer relationships across multiple channels, including emails, phones, our order management system, and more!
• Accurately track and monitor customer feedback and interactions
• Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience
• Develop and lead projects and initiatives that improve the Ollie experience in Canine Care and beyond!
• Attend in-person events and/or trainings at least once a quarter

Who You Are:

• Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own
• Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents’ many questions
• Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules.
• Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
• Fun. You don’t mind occasional sloppy dog kisses and love sharing memes

Bonus Points If:

• You have a bachelor’s Degree from an accredited four-year college or university
• You have experience in customer-centric roles (retail, food service, etc.)
• You have experience with pets or health-foods preferred
• You have experience with Gladly or a similar platform a plus
• You are interested in working in a pet-friendly, fast-moving environment

What You’ll Get:

• Competitive hourly salary
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Generous PTO policy
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members!

What We Value:

Keeping Dogs At The Heart

Our profound love for dogs unites us and drives and inspires every aspect of our business. We wholeheartedly believe dogs make us better in life and at work.

Being Courageous And Kind

We create a safe, inclusive space for everyone to show up as their authentic selves. We check our egos at the door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new and different ideas and ways of working together.

Setting New Standards

We believe in continually raising the bar, never settling for less than our best as a team and individuals. We keep improving from the quality of our products to our customer experience to how we work.

Making Ollie The Best Chapter

We are building an impactful business while making memorable experiences with one another. We celebrate our successes, learn from our failures, and enjoy our collective journey. Our time at Ollie should be a milestone in our careers.

If you’d like to stand out, tell us in your cover letter why you’re interested in joining Ollie and how your skills match the responsibilities detailed in this posting. Ollie embraces diversity and equal opportunity. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.