Cat Concierge

Role overview A customer experience team focused on cats and the people who love them is hiring a Cat Concierge to serve as the voice of the brand. The role centers on delivering empathetic, personalized support across multiple channels while helping cat parents have a smooth, joyful experience. It's a client-facing support position in a fast-paced, mission-driven environment.

Responsibilities - Serve as the primary point of contact for prospective and existing customers, representing the brand across email, SMS, phone, chat, social platforms, and other channels. - Respond to inquiries and product questions accurately while meeting quality and response time standards. - Use training and team playbooks to understand each customer's situation and deliver tailored, curated recommendations. - Introduce customers to relevant products or services when appropriate to enhance their experience. - Identify and escalate technical, operational, or marketing issues to the right internal teams for resolution. - Share customer insights and feedback with internal project teams to help shape future improvements. - Travel 1–2 times per year for company and team retreats.

Requirements - Strong verbal and written communication skills. - Proven track record in a support or client-facing role, ideally within a fast-growing or startup environment. - Empathetic, curious, energetic, self-motivated, and adaptable working style. - Reliable team player with a willingness to help out wherever needed. - Availability for 40 hours per week outside the standard 9-to-5, including weekends and holidays. - Comfort with an evolving, experimental, and fast-paced work culture.

Benefits and work setup - Fully remote team distributed across the US, with periodic in-person off-sites and retreats. - Fully paid health, vision, and dental insurance. - 24 PTO days plus paid company holidays. - Competitive salary with a data-informed but gut-driven decision-making culture. - Free monthly product (cat food).