Customer Experience Specialist

About the role

Spot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis. Our recipes are developed by leading animal nutritionists, and are made with only real, human-grade ingredients... and nothing artificial! We have lofty goals (to make every dog in the country healthier, and every pet parent happier!) and we are looking for the right people to help us get there. This is an exciting opportunity to join a VC-backed, high-growth, e-commerce startup and have an outsized impact in an extremely fast-paced environment. Plus, you get to think about dogs all day!

Responsibilities

• Deliver personalized and effortless interactions through inbound and outbound phone contacts, SMS, email, and chat conversations. Build a strong rapport with customers and maintain positive and professional relationships
• Become an expert in our products, services, and internal systems to provide efficient and effective support to customers
• Share insights from customer interactions with your colleagues including CX Managers and other cross-functional leaders; advocating for changes to improve our service, streamline our processes, and better serve our customers

Requirements

• A minimum of 1 year of experience in a contact or call center, or a related field; experience working with D2C subscription businesses or in the pet industry is a plus
• Excellent communication skills, both written and verbal, and a high level of comfort in engaging with customers over the phone
• A knack for building rapport with people quickly and easily
• Strong problem-solving skills and the ability to think on your feet
• Proven ability to de-escalate and transform unhappy customers into satisfied advocates
• Eager to learn, grow, and develop your professional skills
• Resilience and a positive attitude to overcome the daily challenges that come with a customer-facing role
• The ability to thrive in a fast-paced environment and balance multiple priorities
• Believe in customer service as a growth driver and brand differentiator
• Dog lovers are a plus!
• This opportunity is a full-time role of 40 hours per week, with a market-competitive hourly compensation and benefits package.
• Weekend staffing may be required.
• Spot & Tango is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Benefits

Additional Information

Anticipated Start Date - August 17th, 2026

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