Customer Care Specialist (B2C & B2B)

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Customer Care Specialist (B2C & B2B) Job Description Position Summary: The Customer Care Specialist is a remote, part-time role (10-20 hours per week, with potential for full-time)) responsible for delivering empathetic and knowledgeable support to pet parents. Reporting to the Customer Care Manager, this position serves as the primary point of contact for customers (consumers and professionals), addressing inquiries and providing assistance to enhance their pet's wellness journey. Company Overview: Jope is a US-based pet nutraceutical company dedicated to improving the lives of dogs and cats. We are committed to providing personalized service to pet parents, ensuring they have the information and support needed to make informed decisions about their pets' health and well-being. We foster a fast-paced, innovative, and data-driven culture where employees are encouraged to take initiative and contribute to the company's growth. We value transparency, open communication, and a passion for animal welfare. Reports To: Customer Care Manager Key Responsibilities Customer Support: This is your primary responsibility. Customer Satisfaction & Education: Respond promptly and empathetically to customer inquiries via Gorgias and the Shopify Inbox App. Address a wider range of customer needs, including product information, order status, shipping, refunds, and pet health concerns. Deliver structured and clear responses to customer inquiries, incorporating educational components. Phone support when written communication fails our customer Subscription Management Proactively assist customers with subscription adjustments and offer tailored subscription recommendations (quantities and frequency) using Shopify’s Seal App. Apply mathematical logic to recommend plans or make adjustments based on dosing charts and delivery schedules. Veterinary Clinic Sales & Support: This secondary responsibility involves working closely with a co-founder to: Serve as the primary point of contact for veterinary clinics, managing and growing relationships. Utilize HubSpot (CRM) to track and manage B2B activities, including profile creation, email communication, and deal progression. Provide timely support to clinic partners regarding orders, product inquiries, and merchandising. Manage phone calls for payment processing, question resolution, and inquiry handling. Team Collaboration Work closely with the customer care team to ensure consistent, high-quality service for both B2B and B2C customers. Qualifications Extensive experience with e-commerce platforms, particularly Shopify, and customer service tools like Gorgias. Familiarity with subscription management apps (e.g., Seal) and Google Suite. Strong written and verbal communication skills. Passion for pet health and wellness. Experience in veterinary sales, B2B outreach, or clinic support is strongly preferred. Experience with Hubspot or other CRMs preferable for veterinary clinic and sales Proven ability to handle multiple tasks with attention to detail and follow-through. Previous customer service experience in pharmaceuticals, nutraceuticals, or pet products is preferred. Preferred Skills Ability to provide empathetic customer support in writing. Comfortable providing customer support over the phone is required Demonstrated problem-solving abilities and creative solution development. Strong organizational skills with meticulous attention to detail and follow-up. Proven ability to quickly learn and adapt to new information and situations. Passion for pet health and wellness. Knowledge of pet supplements and general pet health practices. Familiarity with social media platforms, such as Facebook and Instagram. Familiar with Google Voice Work Environment Remote position with flexible working hours. Mostly written communication but occasional phone calls will be required Collaborative and supportive team dynamic. Opportunities for professional growth within a passionate and mission-driven organization. Jope is an equal-opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Keyword: App Service

Price: $17.0

Customer Service Training Customer Service Complaint Management Ecommerce Support Customer Feedback Documentation Online Chat Support Startup Company Customer Satisfaction Customer Support Email Support Product Knowledge Order Tracking