Pet Wellness CX Specialist

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

Benefits offered by this job

401(k) with 3% company match

Medical, dental and vision benefits

Dog-friendly office

Career development and cross-training

Job summary

Paw Prosper is seeking a Customer Experience Associate to be the voice of our pet wellness brands across phone, email, chat and SMS from our Aurora, CO headquarters. You will deliver guidance, product education, and support while helping customers navigate our offerings.

This fast-paced, in-person role requires clear communication, problem-solving with empathy, and collaboration with cross-functional teams to improve the customer journey and drive satisfaction.

Qualifications

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

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 escalate 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 up-to-date on changes to products, policies, systems, and workflows.
• Partner with marketing, growth, product, sales, and fulfillment teams to ensure alignment on key customer initiatives.

Job description

Paw Prosper is seeking a Customer Experience Associate to be the voice of our pet wellness brands across phone, email, chat and SMS from our Aurora, CO headquarters. You will deliver guidance, product education, and support while helping customers navigate our offerings.

This fast-paced, in-person role requires clear communication, problem-solving with empathy, and collaboration with cross-functional teams to improve the customer journey and drive satisfaction.