Pet Wellness Customer Experience Specialist

Paw Prosper; Aurora (CO); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Dog-friendly office

401(k) with 3% employer match

Medical, dental, and vision benefits

Job summary

Paw Prosper is seeking a Customer Experience Associate for our Aurora, CO headquarters to serve as the voice of our pet-wellness brands. You will guide customers through product education, troubleshoot issues, and provide guidance across phone, email, chat, and SMS channels.

This full-time, in-person role reports to the Head of Customer Experience and requires clear communication, empathy, and the ability to manage a high-volume support workflow across multiple brands.

Qualifications

• 2+ years in a customer-facing role (ecommerce or DTC preferred)
• Experience supporting high-volume customer service across multiple channels (e.g., email, chat, phone)
• Strong written and verbal communication skills; confident and compassionate communicator
• Familiarity with helpdesk/CX platforms (e.g., Zendesk, Gorgias, Kustomer, etc.), Shopify, Google Workspace, Slack, and VoIP tools like Dialpad, Aircall, etc.
• Ability to multitask with attention to detail and minimal errors
• Passion for pets, wellness, and overall customer experience in pet wellness
• Highly empathetic, curious, and proactive approach to problem-solving

Responsibilities

• Deliver exceptional customer service across phone, email, chat, and SMS channels
• Guide customers through product selection and education based on their pet’s mobility, condition, or recovery needs
• Become an expert in our wellness, rehabilitation, and recovery product lines (training provided)
• Handle a high volume of customer communications with professionalism, urgency, and care
• Own and manage a support ticket pipeline across multiple brands and channels
• Collaborate cross-functionally with internal teams to elevate and resolve product, shipping, or service issues
• Surface trends, blockers, or gaps in the customer journey to drive continuous improvement
• Help build and maintain internal CX resources, tools, and macros
• Stay uptodate on changes to products, policies, systems, and workflows
• Partner with marketing, growth, product, sales, and fulfillment teams to ensure alignment on key customer initiatives

Skills

Customer-centric

Multichannel support

Communication

Empathy

Attention to detail

Pet wellness interest

Tools

Helpdesk platforms

Zendesk

Gorgias

Kustomer

Shopify

Google Workspace

Slack

Dialpad

Aircall

Job description

Paw Prosper is seeking a Customer Experience Associate for our Aurora, CO headquarters to serve as the voice of our pet-wellness brands. You will guide customers through product education, troubleshoot issues, and provide guidance across phone, email, chat, and SMS channels.

This full-time, in-person role reports to the Head of Customer Experience and requires clear communication, empathy, and the ability to manage a high-volume support workflow across multiple brands.