Customer Experience Associate - New Req*

Koala Health is on a mission to simplify pet healthcare and create joyful experiences for pet owners and veterinarians alike. We’re a fast-growing veterinary pharmacy that delivers medications and health products directly to pet parents, beautifully packaged and right on time. We’re looking for passionate, customer-focused individuals to join our team! As a Customer Experience Associate, you’ll be the friendly voice and helpful hand behind every customer interaction. You’ll assist with order updates, manage questions across multiple channels (like chat, email, and phone), and help escalate feedback so we can continue improving. We believe every interaction is a chance to delight, and we’re looking for people who are calm under pressure, proactive problem-solvers, and genuinely care about delivering a great experience, even when customers are frustrated. Pay for this role is $18/hourly. This is a great opportunity to be part of a mission-driven team that’s reimagining what pharmacy care looks like for pets, and the humans who love them. What You Will 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

What You Need:

• 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)

Virtual Requirements:

• Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed
• Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours

Preferred / Nice To Have:

• 2+ year 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

Why You'll Love Koala Health

• 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

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