At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About our client:
They empower pet parents in their holistic journeys to transform their pet’s wellness. Buying their best-in-class natural products and herbal remedies, customers tell us they save time and money compared to the cost and inconvenience of visiting their vets. Market leaders such as Amazon, Amazon UK, and Chewy sell our products. Ranking #3,501, we are honored to make Inc. magazine’s 5000 list of the fastest-growing private companies in America for three years in a row. With an above average Net Promoter Score of 81 over the industry benchmark of 52, customers rate us 4.6 out of 5 stars across 10,907 reviews. Each day, we focus on delighting our customers while being the best job ever for our employee
Responsibilities:
This team member brings knowledge, empathy, skills, experience, and passion to help pet parents.
Key responsibilities:
CUSTOMER SERVICE
- Answer customer service inquiries.
- Audit, review, and refine standard operating procedures (SoPs).
- Other duties as assigned.
SALES
- Make daily outbound phone calls to customers to confirm first-time orders and other upsell / cross-sell opportunities.
- Sales support to the co-founder as he leads sales to veterinarians.
- Willingness to tackle additional duties as company scales.
Key performance outcomes:
The Customer Service Team Members directly drives and achieves the company’s key performance indicators (KPIs).
- Net promoter score (NPS) of 70 or higher.
- Customer service satisfaction of 4 out of 5 stars or higher.
- Retain customers as measured by the subscriber churn rate KPI and customer retention KPI.
- Cross-sell / upsell customers to achieve the average over value (AoV) KPI.
- Increase order frequency to 1.35x or more.
Experience:
- Worked in a sales, customer service, and/or project management role for 2-4+ years.
- Strong writing skills.
- Fluent, conversational English required.
- Hands-on familiarity with and working knowledge of software tools, including the company’s software / technology stack (Shopify, Gorgias, Klaviyo, and more)
- A dog mom and/or cat mom (or dad), you love pets and, in an ideal world, have a dog, cat, and/or pet at home. You’re stoked to find this dream job that combines your passion and your profession.
What’s in it for you:
- Competitive pay in USD
- Quarterly bonuses
- 10 days PTO – eligible after 60 days of employment
- US Holidays + 3 local holidays as paid time off (PTO) per year
Schedule:
- 9am – 6pm EST – flexible to other time zones
We consider candidates from all around LATAM! This is a full-time, remote position to work with the USA. Sounds like you? Let’s see your application!
