Customer Care Specialist

About the role

Join Eureka Pet Co as a Customer Care Specialist, supporting pet parents across email, live chat and phone. You’ll handle orders, subscriptions, deliveries and product queries while helping improve our support processes.

Key responsibilities

• Assist customers via Gorgias on email, live chat and phone, resolving account, subscription, order and delivery issues.
• Answer product and feeding‑related questions using internal resources and guidelines.
• Collaborate with Operations to ensure smooth order dispatch and delivery.
• Maintain and enhance the Customer Care knowledge base and support processes.
• Identify patterns in feedback and share insights with Product, Ops and Marketing teams.
• Help train AI tools to boost team efficiency and track customer experience trends.

Required profile

• Passionate about dogs and enjoys helping people.
• Strong written and verbal English with a warm, clear communication style.
• Customer‑facing experience, able to handle tricky conversations and find practical solutions.
• Organised, proactive and comfortable managing competing priorities.
• Digitally savvy and quick to learn new tools and systems.

Required skills

• Experience with Gorgias or similar customer support platforms (preferred, not mandatory).
• Familiarity with AI tools for customer service (a plus).

What we offer

• Hybrid work model – 2 days onsite at our dog‑friendly Brookvale HQ and 3 days remote, or fully remote for the right candidate.
• Learning and development budget, including hands‑on AI training.
• Staff allowance of Eureka air‑dried dog food.
• Opportunity to contribute to a mission‑driven company focused on dogs and the planet.
• Supportive, low‑ego, execution‑first team culture.