Customer Experience Specialist, Spot & Tango
Healthy dog food delivery service
Be an early applicant
Healthy dog food delivery service
21-100 employees
Be an early applicant
21-100 employees
Company mission
To make your pet healthier and happier, simplifying your role as a pet parent along the way.
Role
Who you are
- A minimum of 1 year of experience in a contact or call center, or a related field; experience working with D2C subscription businesses or in the pet industry is a plus
- Excellent communication skills, both written and verbal, and a high level of comfort in engaging with customers over the phone
- A knack for building rapport with people quickly and easily
- Strong problem-solving skills and the ability to think on your feet
- Proven ability to de-escalate and transform unhappy customers into satisfied advocates
- Eager to learn, grow, and develop your professional skills
- Resilience and a positive attitude to overcome the daily challenges that come with a customer-facing role
- The ability to thrive in a fast-paced environment and balance multiple priorities
- Believe in customer service as a growth driver and brand differentiator
- Dog lovers are a plus!
- You must have access to a quiet space suitable for confidential conversations
What the job involves
- This is an exciting opportunity to join a VC-backed, high-growth, e-commerce startup and have an outsized impact in an extremely fast-paced environment
- The CX Specialist is a key role within our CX team, that will focus on handling sensitive and complex interactions and piloting new efforts to drive sales and retention
- It's an exciting opportunity for a customer service professional to help shape the future of our CX strategy and make a significant impact on our company's growth and success
- As a CX Specialist at Spot & Tango, you'll create effortless experiences for everyone who reaches out to our team through timely, attentive, and authentic interactions
- Your ability to connect with our customers, understand their unique needs, and provide meaningful solutions will shape relationships between Spot & Tango and our customers
- You'll also work closely with other departments to advocate for improvements to the overall customer experience, and be the eyes and ears of the brand
- Deliver personalized and effortless interactions through inbound and outbound phone contacts, SMS, email, and chat conversations. Build a strong rapport with customers and maintain positive and professional relationships
- Become an expert in our products, services, and internal systems to provide efficient and effective support to customers
- Share insights from customer interactions with your colleagues including CX Managers and other cross-functional leaders; advocating for changes to improve our service, streamline our processes, and better serve our customers
- Weekend staffing may be required
Our take
Many dog food options fall short when it comes to providing complete nutrition, but Spot & Tango is changing that. Offering a range of fresh, nutritious meals, the company is raising the bar for pet owners who want the best for their dogs.
Founded by an experienced consultant and investment banking expert, Spot & Tango has a distinct business edge over many of its competitors. And the demand for its innovative approach to dog nutrition is undeniable, as seen in the company's impressive funding success, raising $51.8M in 2022 alone.
While the company faces the challenge of competing with long-established, larger pet food brands, it's not backing down. With significant investments in production and plans to open its own manufacturing plant, Spot & Tango is positioning itself to compete - and thrive - in the years to come.
Freddie
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2022
$38.5m
SERIES B
Mar 2022
$13.3m
SERIES A
Total funding: $59.3m
Company HQ
Midtown South, New York, NY
Leadership
Russell Breuer
(Founder & CEO)Previously worked as a Principal at Nash & Co Capital, and as VP of both Zephyr Management and BerchWood Partners.
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