Remote Customer Experience Associate - Pet Healthcare

About the Role

Join Koala Health as a Remote Customer Experience Associate and be part of a mission-driven team dedicated to simplifying pet healthcare. In this role, you'll be the friendly voice behind every customer interaction, helping pet owners navigate their healthcare needs. You'll assist with order updates and manage questions across multiple channels, ensuring every interaction is a chance to delight.

What You'll Do

• Assist customers over the phone and email with product and service questions.
• Manage both inbound and outbound calls and emails.
• Proactively identify solutions to questions you anticipate our pet owners have in each interaction.
• Take a hands-on approach to resolving every issue, owning it from start to finish.
• Provide a best-in-class service experience for our customers while working in a fast-paced environment.
• Provide our customers with technical support when navigating our website.
• Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience.

Requirements

• High school diploma or equivalent.
• At least 1+ years of experience in the vet or healthcare space required.
• 6+ months of professional experience working with computer and web-based tools.
• 1+ years of customer service experience or Veterinary care experience.
• Ability to work 9:30am - 6pm ET, Monday - Friday.
• Comfortable with virtual environments, including phone contact with customers for the duration of your shift.
• Excellent communication skills (spoken and written).

Nice to Have

• 2+ years of relevant phone or email customer service experience.
• Experience working virtually.
• Experience working in Veterinary/Pet care.
• Demonstrated ability to work as a team member.
• Animal lover - Not required, but definitely a plus.

What We Offer

• Meaningful mission helping modernize pet health.
• Remote-first culture built on flexibility and trust.
• Competitive base salary with performance-based incentives.
• Medical, dental, and vision insurance with partial dependent coverage.
• Generous PTO and a 401(k) plan.
• Supportive, close-knit team that celebrates wins and learns fast.