Customer Support Representative, Embark
$50-60k
+ Bonus + Stock options
DNA testing for dogs
Be an early applicant
DNA testing for dogs
101-200 employees
Be an early applicant
$50-60k
+ Bonus + Stock options
101-200 employees
Company mission
To end preventable disease in dogs by providing DNA testing to dog owners, breeders, and veterinarians.
Role
Who you are
- 1-2 years of experience in a customer support role, preferably in a startup or science/technology environment
- Experience using CRM software, preferably Zendesk
- Strong interpersonal and communication skills, with a passion for delivering a great customer experience
- Ability to translate technical information into clear, easy to understand language
- Comfortable working in a fast-paced, evolving environment
- Experience working with dogs or in pet care is a plus!
- A genuine love for dogs!
What the job involves
- As the Customer Support Representative, you’ll be the frontline connection between Embark and our customers
- You’ll respond to inquiries related to our products, canine genetic results, and help troubleshoot and resolve issues with professionalism and care
- You’ll ensure that every customer interaction reflections our brand values and passion for dogs
- Respond to customer inquiries related to our products, our process, and dog genetics, including customer results
- Document customer interactions and feedback accurately and thoroughly, as well as action taken using our CRM (Zendesk)
- Troubleshoot customer concerns efficiently and effectively, this could include issues related to testing kits, results delivery, and other general product questions
- Collaborate with internal teams (science, product, marketing, engineering) to resolve issues and surface common questions or trends
- Identify issues that need additional attention and escalate as needed
- Meet metrics related to response time, customer satisfaction, and performance
- Maintain a strong understanding of our products and stay informed on basic genetics concepts
- Represent Embark in a professional and respectful manner!
Our take
Embark provides DNA testing for dogs, offering test kits to dog owners, breeders, and veterinarians to help them understand the specific health needs of each dog. The company also provides health kits that facilitate screening for over 215 potential conditions, with any findings being sent directly to the dog's vet.
Whilst the company will face competition from other dog DNA test providers such as Wisdom Panel, Embark shows potential to compete in the market with its broad focus on discovering breeds, screening dogs for health issues, and helping customers locate their dog's relatives. There is a huge opportunity in the market, with the US spending on pets reaching $123.6 billion in 2021.
The company has seen huge growth in the last few years and attracted considerable investment. Setting out to be the standard care for dog owners and vets, Embark will be focusing on expanding its database and team.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-35% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2021
$75m
SERIES B
Apr 2019
$10m
SERIES A
Total funding: $91.3m
Company benefits
- A flexible vacation policy so you can take off the time you need when you need it
- Paid maternal and paternal leave (plus paw-ternity leave for new pets)
- Every other Friday off each summer
- Dog-friendly office near South Station, Boston (when we get back to the office), with some flexibility (eg work from home at least 2 days a week, flexibility around child care needs, etc)
- Perks tailored for dog lovers including subsidized pet insurance and dog-walking services
- Startup perks with big-company benefits (401k match, a generous bonus structure, commuter benefits, top-of-the-line healthcare, HSA/FSA)
- Equity participation — every employee gets stock options
- Fully-stocked office snack bar and regular office events
- New iMacs and MacBook Pros, or laptops running Linux
- Continuing education, including attending conferences and company-provided resources to help with individual growth and development
Company HQ
Fort Point Channel Landmark District, Boston, MA
Leadership
Ryan Boyko
(Co-Founder & CEO)Experience as an Independent Researcher for Cornell University's Cornell Village Dog Diversity Project from 2007 to 2012. Studied Epidemiology of Microbial Diseases at Yale University.
Adam Boyko
(Co-Founder & CSO)Experience as a Research Associate for Stanford University School of Medicine. Associate Professor at Cornell University since 2011.
Matt Salzberg
(Co-Founder)Experience as Founder, CEO, and Chairman of Blue Apron from 2011 to 2021. Managing Partner of Material since 2018.
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