Customer Care Representative.

Sniffspot is Airbnb for dog parks! We enable anyone to rent land by-the-hour as a safe and private dog park. Dogs evolved and were bred in a world where they could run free in fields and forests. Modern society doesnt carve spaces out for our canine companions and, as a result, dogs in the modern world are having all kinds of problems, like obesity, reactivity, and anxiety. We are coming together to provide safe spaces that allow dogs to let their instincts rise back to the top, to go wild and free, and to just be dogs again. Healing is a beautiful thing to witness. Sniffspot is a marketplace where guests (dog parents) rent spots (land) from hosts (landowners) by the hour.

About the role

You will be one of three customer care representatives that are the face of our company to our hosts and our guests. By solving our customer problems, you will be a part of improving the lives of countless dogs around the world.

You will use our Help Scout customer service software to respond to customer emails during your shift hours. We have extensive internal documentation and processes that should support you in handling any customer problem you face. We also use Slack and Help Scout to collaborate to solve difficult issues.

Here are some important elements of the role:

• Full-time permanent role: this role is 40 hours per week and there is no contract term
• Remote: we are an all-remote company, so you can work from wherever is most convenient for you
• Required availability: you need to be available to work during US daytime hours, including sometimes on weekends. You will have a set schedule where you need to be online and interfacing with customers.
• Contract: this is a contract position
• English reading and writing skills: this job requires interfacing with our customers in English, so it requires excellent English reading and writing skills. There is no verbal interaction with customers.
• Technical literacy: Sniffspot is a tech product and many of our customers have technical issues. You need to be able to do basic troubleshooting. We also work in Sniffspot internal systems and with third party software and you need to have ability to use basic technical products.

What Success Looks Like

• Maintain an excellent customer happiness score
• Appropriately represent Sniffspot's brand to all customers in all situations
• You are comfortable with and excited about a high volume role because you know that the more people you help, the more dogs you can help. You approach every email as an opportunity to improve someone's day.
• You're methodical and accurate with extreme attention to detail, but you execute with urgency and roll up your sleeves to get the job done. No task is too small for you as youre solely focused on resolving customer issues.
• You know that your, and the companys, success is tied to operating in a highly-collaborative way. You partner with others in Care, Marketing, Product, and Engineering teams in order to coordinate, execute, and learn faster. You know that were stronger working together as a team.

What Sets You Up For Success

• Love of dogs and connection with Sniffspot's mission to help dogs and dog parents
• Strong English reading and writing skills
• Great ability to communicate via writing accurately and concisely
• Willingness to work on US daytime hours
• Strong technical literacy to navigate Sniffspot internal tools and troubleshoot customer technical issues.
• Comfort working in a fast-paced and dynamic startup environment. Comfort collaborating with a distributed team.

Application

• We will only consider applications with a cover letter that includes why they are interested in working for Sniffspot