Customer Support Specialist for Good Dog (work from home)

Website Good Dog

We are looking for an enthusiastic, empathetic, and human-centered individual to join the Good Dog family! The Good Dog Success team is responsible for providing unparalleled, phenomenal, relationship-based support to our community of vetted dog breeders. You’ll focus on delivering high-quality, above-and-beyond support to inbound inquiries and requests.

You’ll be on the front lines, with a focus on adding value to our customers while also driving product adoption and key company objectives. You’ll build, foster, and strengthen our partner relationships by helping them succeed with personalized support.

As a Customer Support Specialist, you will be responsible for responding to inbound support requests and leveraging inbound opportunities to educate and activate our partners to adopt and use our product. You’ll help them succeed on Good Dog by personally ensuring they get the most out of their membership, and creating a community of proud promoters.

The ideal candidate for this role is a persuasive communicator and empathetic listener with high emotional intelligence. You’re a phenomenal relationship-builder with a passion for helping people succeed. This is an incredible opportunity to be part of an exciting, fast-growing company (backed by some of the top investors in the country) that’s on a mission to build a better world for dogs and the people who love them.

What You’ll Do:

  • Develop, strengthen and maintain relationships with our breeders
  • Manage incoming emails, calls, and texts which includes addressing and resolving issues, as well as handling appropriate follow-ups
  • Drive adoption of our products and services while ensuring a high level of breeder satisfaction
  • Understand the problems and challenges of our breeders and identify ways Good Dog could better address those needs
  • Resolve breeder complaints and escalated issues quickly and effectively
  • Learn from breeder issues in order to create internal processes to solve for similar issues in the future and provide critical insights as a means to improve our products and services
  • Coordinate communication of information to breeders about operational or product related changes/enhancements/issues
  • Provide breeders with comprehensive product and service consultations and guide their decision-making process
  • Maintain an extensive knowledge of Good Dog tools and services
  • Partner on various cross functional projects and assignments as needed

What We’re Looking For:

  • 2+ years of experience in customer support roles
  • Scrappy mentality — we wear many hats and are willing to get our hands dirty
  • Exceptional verbal and written communication skills are essential
  • Ability to build, foster, and maintain positive customer relationships
  • Prior experience with and enthusiasm for persuasive written and verbal communications
  • Outgoing, positive, and customer-oriented attitude
  • Proven track record of influencing product adoption in a customer / client facing role
  • A high comfort level with escalated customer interactions, including phone conversations
  • Exceptionally well-organized, attentive to details & skilled in multitasking
  • An excellent problem solver and ability to think quickly
  • Flexibility –  the ability to handle daily changes and adapt quickly to departmental and organizational changes
  • Willingness to work a non-traditional schedule which includes working weekends
  • Excellent judgment and critical thinking skills — we have to be preemptive.

What You’ll Love About Working Here

  • You’ll be in on the ground floor of a fast moving startup that is bringing about real positive change in the lives of both people and dogs
  • You’ll work with a team of kind, passionate, incredible people who have diverse experience at some of the top companies in the world
  • You’ll have tremendous opportunities for career development and growth
  • You’ll have unlimited vacation and a bunch of great benefits

Good Dog is an equal opportunity employer. If you are a person with a disability and require assistance during the application process, please don’t hesitate to let us know. We welcome candidates of all backgrounds and perspectives.


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