Customer Experience Associate

Koala Health is on a mission to simplify pet healthcare and create joyful experiences for pet owners and veterinarians alike. We’re a fast-growing veterinary pharmacy that delivers medications and health products directly to pet parents, beautifully packaged and right on time.We’re looking for passionate, customer-focused individuals to join our team! As a Customer Experience Associate, you’ll be the friendly voice and helpful hand behind every customer interaction. You’ll assist with order updates, manage questions across multiple channels (like chat, email, and phone), and help escalate feedback so we can continue improving. We believe every interaction is a chance to delight, and we’re looking for people who are calm under pressure, proactive problem-solvers, and genuinely care about delivering a great experience, even when customers are frustrated.Pay for this role is $18/hourly.This is a great opportunity to be part of a mission-driven team that’s reimagining what pharmacy care looks like for pets, and the humans who love them.\nWhat You Will Do:Assist customers over the phone and email with product and service questions.Manage both inbound and outbound calls and emailsProactively identify solutions to questions you anticipate our pet owners have in each interactionTake a hands-on approach to resolving every issue, owning it from start to finishProvide a best-in-class service experience for our customers while working in a fast-paced environmentProvide our customers with technical support when navigating our websiteUnderstand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experienceWhat You Need:High school diploma or equivalent6+ months of professional experience working with computer and web based tools1+ years of customer service experience or Veterinary care experienceAbility to work 9:30am - 6pm ET, Monday - FridayComfortable with virtual environments, including phone contact with customers for the duration of your shiftExcellent communication skills (spoken and written)Virtual Requirements:Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speedAbility to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hoursPreferred / Nice To Have:2+ year of relevant phone or email customer service experienceExperience working virtuallyExperience working in Veterinary/Pet careDemonstrated ability to work as a team memberAnimal lover - Not required, but definitely a plusWhy You'll Love Koala HealthMeaningful mission helping modernize pet healthRemote-first culture built on flexibility and trustCompetitive base salary with performance-based incentivesMedical, dental, and vision insurance with partial dependent coverageGenerous PTO and a 401(k) planSupportive, close-knit team that celebrates wins and learns fast\n$18 - $18 an hourCompetitive hourly starting at $18/hour\nKoala Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.Please mention the word **SMOOTHEST** and tag RMTg1LjE5NC4yMTcuMjIx when applying to show you read the job post completely (#RMTg1LjE5NC4yMTcuMjIx). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.