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the world's first network of smart sidewalk sanctuaries for dogs

Customer Care Specialist

$45k - $60k • No equity
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DogSpot is a Brooklyn-based startup that bridges the tech and pet industries. Our mission is based on our love for dogs and our belief that dogs and their owners are happiest when they can spend time together. But health codes, which do not allow dogs into 60% of NYC stores, make long neighborhood walks difficult. Historically, dog owners have had two options: leave their dog at home while going out or tie their dog up in front of the store - neither option feeling very good. But DogSpot offers a third (much better) option. We’ve created a cozy, high-tech dog house for dogs to wait in while their owners shop. We believe in the power of great design and smart technology to make our world a little bit dog-friendlier.

Overview

You’ll report directly to the Director of Communications and work closely with the CEO to help serve our customers in Brooklyn and beyond. You’ll interact with a wide array dog owning customers and location partners across various mediums. This position is outward-facing so attention to detail and intuitive social skills are of utmost importance. The ideal schedule for this position is Wednesday through Sunday (WFH on weekends), but we are open to exploring alternative schedules for the right candidate.

Responsibilities

Receive, triage, and appropriately respond to (or delegate as needed) all customer service inquiries - currently received via email and phone
Manage fleet of DogSpot houses; monitor backend database and production inbox to anticipate the network’s needs and customer issues; address any customer account issues in Chargebee (online payment processor) and house issues with Fleet team coordination
Provide ongoing customer care to our storefront partners to ensure their needs are not only met, but also anticipated: their houses are up and running and cleaned every day, they’re being invoiced correctly and on time, and they have an open line of communication with us
Liaison with business development, launch and fleet operations teams to ensure location partners have installation information, know when their houses are being launched and have all onboarding documents
Manage customer service-based responses on social media, including on posts, replies, and stories via Facebook, Instagram, and Twitter

Ideal Candidate

The ideal candidate for this role is excited about the unique environment of a startup and, yes, loves dogs. They are creative, entrepreneurial problem solvers, and an excellent communicator. They excel at intuitively interacting with customers in person, in writing, and on the phone, and will be a pro at follow-up. They are technically proficient and understand the nuances of social media. They will be comfortable working with a team and on their own, at times taking direction and accepting feedback from team members, at other times initiating new projects and accepting accountability for implementation.

Why is this job awesome?

This particular position offers significant schedule flexibility. It's an opportunity to have a huge impact at the ground level of an exciting startup. DogSpot is still a small team and every task has a direct impact on moving the company forward. Everyone is treated with trust and respect and given an opportunity to grow as the company grows. And the workspace is casual, flexible, and extremely collaborative.

Anything Else?

The perks of working at DogSpot include working at New Lab, a state of the art hardware and tech workspace in the Brooklyn Navy Yard. New Lab hosts weekly and monthly networking events to connect its member companies and offers services such as 3D printing and a wood shop. DogSpot also gives you access to the New York tech startup world. DogSpot is a dog-friendly office that features our muse and scruffy office greeter, Winston, and many other office pups!

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