Sundays - Remote Customer Support - $21/$23/hour

 

Customer Experience Associate (Phones-focused)

Remote

Customer – Customer Support /

Remote /

Remote

About Us:

Started by a veterinarian and a software engineer, Sundays is reinventing food for the modern dog family. Join a small but mighty, remote-only team of dog lovers, backed by top consumer investors and the founders of Glossier, Sweetgreen, Ritual, Away, and Honest, aiming to get a million dogs to eat better and to help 10 million more.

We’re focusing on upleveling our Customer Experience focus and execution across the whole business, and we see winning CX as a powerful loyalty and retention building engine! In this spirit, we’re looking to add a couple of fearless, phones-focused Customer Experience (CX) Associates to our team! 

We need to make our incredible Sundays customers feel like they’re members of the most special, elevated crew out there- The Sundays Pack! The impact of doing this will be nothing short of business-changing.

Your (Sun)days with us:

We offer our treasured customers support across several channels, including via an inbound phone line. We’re currently in need of bulking up our team with CX / Customer Care professionals who truly love helping customers over the phone, seeing these calls not as a burden but rather a unique, wonderful opportunity to further connect with our members and help Sundays to drive loyalty and to build life-long relationships. Your addition well help us (re)launch a truly live inbound phone support experience, and you will be welcomed as a hero! 

The majority of your work day (around 6.5 - 7 hours out of 8, on an average day) will be scheduled on our CX phone channel, whereas around 1 - 1.5 hours per day on average will be spent lending help in other channels, as well as on certain days: coaching sessions, team meetings, completing trainings, etc.

Your Part in the Sundays Pack:

• Providing world-class phone customer support: again, we’re looking for folks with a sincere passion and appreciation for the power and the two way experience of connecting with customers on this medium - the creativity and true showcasing of unique talents it allows, and the powerful loyalty-building impact of an exceptionally-executed phone call
• Answer questions regarding our dog food, dog nutrition, and company: don’t worry, we’ll get you all of the training, resources and daily support that you need!
• Proactively report issues – and ideas! – to CX management and cross-functional partners: we’re looking for creative problem-solvers who not only follow procedures and guidelines, but pause to think about even better ways of working, and to constructively and collaboratively share these ideas. Help us to get even better!
• Showcasing your superior performance via KPI evaluation: some experience and comfort with your performance being measured, in part, by metrics like Customer Satisfaction (CSAT); Handle Time; Quality Score; etc. is a plus. We’re looking for a world-class balancing act, nailing both quality AND speed!
• Working in CX-world tools and interfaces:your work day will take place primarily in our CX CRM tool (currently transitioning to Dixa), and will also require toggling between, and mastery of, additional tools such as: our internal admin / order management system; logistics order-tracking tools; our internal Knowledge Base; Notion, Slack and email; etc.

Requirements:

• The standard shifts for the short-term will be: 9am-5:30 pm Eastern Time, Monday-Friday- The majority of your work day (around 6.5 - 7 hours out of 8, on an average day) will be scheduled on our CX phone channel
• The ability to be flexible as needs change in the future, or when the department occasionally puts out the call for (paid) Overtime, is appreciated. (Some holiday shifts will also be required, though not typically on Thanksgiving and Christmas)
• Experience using Slack in a remote environment
• Experience with Dixa, Intercom, Kustomer, Zendesk or similarIdeally 
• 2+ years of experience as a Customer Support Specialist, CX Agent, Customer Success Agent, or similar CS role
• Experience resolving customer inquiries in a high-volume environment
• Excellent communication, problem-solving skills, and eye for detail
• Ability to manage personal time and energy while practicing patience when handling tough cases
• Collaborative and easygoing with the ability to turn constructive criticism into actionable change
• Experience with a subscription business is a bonus
• Love for dogs is also a huge bonus, as is curiosity about food nutrition!

Benefits:

• Medical, Vision & Dental Insurance
• Mental Health Support + Free Therapy
• Personalized work from home set-upProud remote-only workplace
• Strong PTO and sick day bank, plus time-and-a-half OT and holiday pay across a long list of holidays
• 401k plan
• Subscription to Sundays For Dogs

$21 - $23 an hour

APPLY NOW - CLICK HERE