The Customer Experience team at Smalls aims to deliver world-class experiences to the humans and kitties who interact with our brand and products. We’re guided by our passion for helping others, showing empathy in times of need, and supporting one another as we work towards our collective team and company goals. As a Cat Concierge, you are responsible for being the voice of our brand as you engage with cat people across a range of channels and platforms. Your deep knowledge about all things Smalls makes you an expert at building relationships and supporting our customers so that being a cat parent can be joyful and easy.

What You'll Do:

• Act as the primary touchpoint for all of our prospective and existing customers as the voice of the brand.

• Answer inquiries, address customer requests, and engage with customers about our products and services accurately and within our promised quality and response times across a range of channels including email, SMS, phone, chat, social platforms, and more.

• Utilize training and team guidelines to fully understand the customers’ situation and needs to provide a tailored, highly personalized response and curated experience.

• Introduce customers to new or different products or services, when appropriate, to maximize their Smalls experience.

• Identify and escalate issues reported by customers across tech, operations, and marketing for troubleshooting and fixes.

• Provide feedback to internal project teams on customer facing changes and proposals as representatives of our customers based on your daily interactions and experience.

• Think from a customer perspective and discover ways to optimize their experience through support and service, processes, and tools.

• Learn how to use new processes, technologies, and tools to improve our team’s performance and support larger company and customer experience strategies.

• Travel 1 - 2 times a year for full company and team-specific retreats.

Who You Are:

• You have impeccable verbal and written communication skills

• Proven track record of high performance in a support / client facing role in a fast growing or startup environment

• You’re empathetic, curious, energetic, self-motivated, and adaptable

• You’re a reliable team player who’s always looking for ways to help out

• You have availability outside of the standard “9 to 5” (40 hours a week, including weekends and holidays)

• You’re excited by the prospect of an ever-evolving, experimental, and fast-paced work culture - you embrace change!

What you’ll love about us:

• Mission-Driven Company: We love cats and we're here to make nine lives ten.

• People-Driven Company: We treat our people like people; we're committed to Smalls, and we work hard but also respect everyone’s lives outside of work.

• Data-Driven Culture: We love using data to guide decision-making where appropriate, but we also know when to move quickly and go with our gut.

• Competitive Salary: Make some $$$.

• Very Competitive Benefits: Fully paid Health, Vision, and Dental insurance. 24 PTO Days, plus paid company holidays.

• Fully Remote Office & Culture: Our team is spread across the US day to day, but we travel for department & company off-sites and retreats.

• Free Product: Free cat food every month.