Cat Concierge

The Customer Experience team at Smalls aims to deliver world-class experiences to the humans and kitties who interact with our brand and products. We’re guided by our passion for helping others, showing empathy in times of need, and supporting one another as we work towards our collective team and company goals. As a Cat Concierge, you are responsible for being the voice of our brand as you engage with cat people across a range of channels and platforms. Your deep knowledge about all things Smalls makes you an expert at building relationships and supporting our customers so that being a cat parent can be joyful and easy.

What You'll Do:

• Act as the primary touchpoint for all of our prospective and existing customers as the voice of the brand.

• Answer inquiries, address customer requests, and engage with customers about our products and services accurately and within our promised quality and response times across a range of channels including email, SMS, phone, chat, social platforms, and more.

• Utilize training and team guidelines to fully understand the customers’ situation and needs to provide a tailored, highly personalized response and curated experience.

• Introduce customers to new or different products or serv