Customer Experience Associate, PetLabCo.
$18.00/hour + bonus
Food and supplements for pets
Be an early applicant
Food and supplements for pets
101-200 employees
Be an early applicant
$18.00/hour + bonus
101-200 employees
Company mission
To deliver breakthrough pet health.
Role
Who you are
- 1-3 years relevant work experience
- Strong problem-solving skills and the ability to make thoughtful decisions in real time
- Clear, confident communication - especially when explaining solutions or setting expectations
- Comfort using helpdesk/ticketing software
- Working knowledge of Microsoft 365 is preferred
- Experience working in a direct-to-consumer (DtC) environment is preferred
- As a member of the CX team, you identify with our core team values:
- Thoroughness – We see the forest AND the trees. We demonstrate attention to detail and accuracy. We find ways to make customers’ experiences with us better
- Dedication – We are passionate about our work. We are committed to our customers, their pets, our teammates and “doing what’s right”. We are always learning and sharing our knowledge to help others
- Empathy – We are pet parents. We understand why our customers and teammates think and feel as they do. We approach individuals from their perspective
- Ease – We are problem solvers. We make things easier for the people who rely on us. We remove roadblocks and find smoother paths
- You learn quickly and adapt easily in a fast-paced environment
- You're comfortable facing new or unfamiliar problems and figuring things out
- You work independently, ask clarifying questions when needed, and manage your time well
- You care about doing good work and being someone others depend on
What the job involves
- Shift: Wednesday - Sunday 9:00am ET – 5:30pm ET
- PetLabCo. is looking for a skilled Customer Experience (CX) Associate to join our growing team and help customers solve real problems—quickly, clearly, and confidently
- In this role, you’ll be the voice of a trusted brand that helps pets feel better at every stage of life
- You’ll work directly with customers across social channels, marketplaces, reviews, chat, and text, chat, and text, taking ownership of issues and guiding customers to the right outcome. This position reports to a CX Team Lead and is a full-time, hourly position
- 70% of your time will be dedicated to frontline work primarily across social channels -- Diagnosing problems, explaining next steps, and helping customers move forward with confidence
- 20% of your time will be spent monitoring and responding across multiple review platforms—addressing customer concerns, tracking trends, and working to make things right. You’ll craft thoughtful, empathetic responses that not only resolve individual issues, but also reflect our commitment to care and transparency for anyone viewing the review
- 10% of your time will be team projects (as needed), continuous improvement, and goal-setting. There are weekly check-ins with your team lead focused on performance, learning, and growth
Our take
Pet care has evolved rapidly over the past decade, with owners investing more in preventative health and wellness for their fur friends. This shift has fuelled strong growth in the global pet supplements and nutraceuticals market, particularly for product targeting joint health, dental care, digestion, and immunity.
PetLabCo. develops science-backed supplements designed to address common health issues ind ogs. The company was inspired by co-founder and co-CEO Chris Masanto, whose search for treatments for his dog's arthritis sparked an interest in better pet nutrition. Since then, PetLabCo. has built a direct-to-consumer brands across the US, Canada, and the UK, offering clinically informed products that support areas such as joint mobility, dental health, and digestion.
The company has grown rapidly too, scaling to more than $200M in annual revenue while building the operational systems needed to support international growth, including its use of Oracle NetSuite to streamline financial and inventory management. The company has also secured investment to accelerate research and development and expand into brick-and-mortar retail. So, with the pet wellness market continuing to grow, PetLabCo. is very well positioned to keep leading the pack.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Company benefits
- Paid Time off: We offer our US employees 20 days PTO, excluding bank holidays.
- Medical, Vision and Dental Insurance; Great health benefits for you (and your smile and eyesight too).
- Short-Term and Long-Term Disability Insurance: We have you covered.
- Remote Working: Work where you feel most comfortable!
- Company Bonus: Paid out annually.
- Monthly Internet Stipend: To help towards your internet bill, (Plus we'll also give you a quarterly Netflix gift card!).
Company HQ
City of London, London, UK
Leadership
Christopher Masanto
(Co-Founder & Co-CEO)Prior to co-founding PetLabCo. in 2019, Christopher founded Cel where he served as the CRO and Altitude Ads where he served as the CEO.
Stephanie Lee
(Co-CEO)Stephanie joined PetLabCo. in 2021 as COO, moving into the role of Co-CEO in 2023. Prior to this, she was a Chief Investment Officer at Pharmapacks, COO at Alpha Audiotronics, and an Associate at Wachtell, Lipton, Rosen & Katz.
Matt Davies
(Co-Founder & CMO)Matt is also the CMO at CoFoundant, a role he's held since 2017. Previously, he co-founded Gloriously Vegan.
Tony Morreale
(CFO)Prior to joining PetLabCo. in 2021, Tony was the CFO at La Fosse Associate and the COO (Finance & Operations) at YLD! and Hotwire Public Relations.
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