Work from Home Customer Success Associate (Remote Entry Level Jobs)

Job Responsibilities : Work from Home Customer Success Associate (Remote Entry Level Jobs)

Salary : Competitive Salary

Company : Kinship

WHO IS KINSHIP?

Kinship is here to help everyone pet parent like a pro. We’re building the future of pet care, combining insights, products, and services to help people be the best pet parents they can be – and to ultimately create a better world for pets. Kinship is a business division of Mars Petcare, the global leader in pet health, nutrition, and services, and dedicated to one purpose: A Better World for Pets. Learn more at www.kinship.co.


OUR FAMILY OF BRANDS

Adopt-a-Pet the destination for finding homes for homeless pets; we help animal shelters, humane societies, SPCAs, pet rescue groups, and pet adoption agencies connect their homeless pets to millions of adopters a month
Wisdom Panel our world-leading genetic health screening and DNA testing for dogs
Whistle the award-winning GPS dog tracker and health monitor


Pet Insight Project our ground-breaking science team that uses AI to turn billions of data points into actionable insights
Vet Insight our expert-driven, on-demand pet health platform
The Wildest the destination that helps pet parents keep their cool in the wild world of pet parenting
GoodFriend  a marketplace for all your pet’s people, connecting pet owners with their people, from groomers, trainers, to veterinarians and experts


PetExec is here to help organizations of all sizes in managing their daycare, boarding, grooming, and training operations
Together, these teams work to set new standards in pet care. And, as a part of Mars Petcare, they work to create a better world for pets. Learn more at www.kinship.co.


ABOUT PETEXEC

PetExec was born out of our love for pets and the professionals who care for them. Pet-centered businesses around the world need a powerful system to manage daycare, boarding, grooming, training, and the other pet services they offer. This is where PetExec shines.

PetExec closes the gap between the complex and time-consuming nature of pet care and the need to simplify functionality.


PetExec listens to the needs of the pet care community, and provides a high level of support to our pet care providers. Our support is one of the things that make us stand out among our competitors.  Our goal is to develop the most robust and friendly software / mobile app possible for professional pet care providers.

Petexec is looking for a full-time Customer Success Associate.


As a customer success associate, you will work closely with our providers/packmates to answer questions related to the PetExec software including the following: how to perform day-to-day functions (scheduling, signing pets in, and checking pets out), where to find features, settings, and preferences within the software,  billing and account balancing, and more. This often requires complex problem-solving skills.


In this role you will….

Work remotely, along with the current PetExec team of support, onboarding, and sales associates to provide support to our customers through online chat, phone calls and email.


WHAT YOU WILL WORK ON IN THE FIRST 12 MONTHS:

Learning the PetExec software.  PetExec is fully customizable and has many different features and functions.
How to answer questions from our providers, and how to troubleshoot within the software when the answer to the question is not immediately available.
Work alongside other support agents to connect with our providers through our online chat software, phone calls and emails.
Provide feedback to the PetExec product and engineering team as to issues experienced by our providers and the most frequently asked questions.


RESPONSIBILITIES

Work remotely using online chat software to answer questions from our providers.  Must be able to multitask and manage multiple chats/questions simultaneously.
Use the PetExec documentation site to correctly answer questions.
Provide links to our documentation and reference materials through chat and email so providers understand how to best utilize the software to meet their needs.


When necessary, work directly in a test environment of the software to understand all the options of a feature and how they can be used to meet the needs of the providers.
Troubleshooting software issues to determine when a problem is user error or software related.  Effectively document and escalate software issues as needed.


WHAT WE’RE LOOKING FOR:

At Kinship, we have three pillars that set out how we aim to be – in our everyday work, and in how we approach each other. We call these our Cultural Pillars. In all of the roles that we hire for, we look for people who are Optimistic, Open to All, and Purposefully Inquisitive. For this role, you’ll also need these skills to knock it out of the dog park:


You will be able to learn the complex software quickly and efficiently.
You will have some knowledge about database structures and relationships, technical education or experience, and prior software support experience.
You will be enthusiastic and energetic and a strong communicator both verbally and in writing.
You have experience working remotely with a team of people to provide excellent customer service. Our support is offered from 9 am – 7 pm Eastern Monday through Friday as well as email support on the weekends.  You will be expected to work 1-3 hours on rotating weekend shifts (working 1-3 hours a weekend, every 6 weeks).
You want to make a better world for pets, and you know how you might play a role in this goal.


WHAT YOU CAN EXPECT FROM US:

Opportunities to impact and grow the business on a day to day basis
Dog-friendly workplaces
Medical, dental, vision, 401k match, and pet benefits for Full-Time Employees and their families
Unlimited paid time off for Full-Time Employees
Hybrid work environment
Parental leave for the birth or adoption of your new human child (and fur baby) for Full-Time Employees
Discounts on pet products, services, nutrition and veterinary wellness plans
An extensive onboarding program with a chance to meet all of our leaders across Kinship

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Disclaimer:

Kinship is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.


Note to Search Firms/Agencies:
Kinship does not compensate search firms for unsolicited assistance unless they have a written search agreement with Kinship and the requisition is position-specific.  Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Kinship will be deemed the sole property of Kinship and no fee will be paid in the event the candidate is hired by Kinship.

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