Are you hoping to combine your passion for pets with a once-in-a-career growth opportunity? Prana Pets is the company you’ve always dreamed of working for. Founded in 2016 and headquartered in beautiful Denver, Colorado, Prana Pets is a health and wellness leader in the pet products industry. We are seeking a combined Customer Service and Executive Assistant (EA) to join our high-performing team. Located in South, Central, or North America, this full-time position is remote, but feel free to take advantage of our hybrid model: working-from-home and/or working from our Colorado office. If you love helping pet parents discover holistic approaches to care for their pets, and are a detail-oriented pet lover, apply today!
Company
Prana Pets empowers pet parents by offering holistic options - to support and transform their pet's wellness. Our best-in-class natural products and herbal remedies, customers tell us they save customers time and money compared to the cost and inconvenience of visiting their vets. Market leaders such as Amazon, Amazon UK, 1-800-PetMeds, and Chewy market our products. We rank #3,774 in 2024 and #3,091 in 2023 on Inc. magazine’s 5000 list of the fastest-growing private companies in the U.S. With an above average Net Promoter Score of 79, customers also rate us 4.6 out of 5 stars across 7,284 reviews. Each day, we focus on delighting and helping our customers, while providing the best job ever for our employees.
Key Performance Outcomes
This team member proactively achieves these key outcomes.
Customer service
- Listens to customers, solves / routes problems, and keeps them happy.
- Answers inbound phone calls from customers.
- Owns non-urgent customer service tickets.
Executive Assistant to CEO
- Filters, routes, and solves administrative tasks and requests handled by the CEO, enabling him to level up his leadership.
- Manages projects on time and within budget.
Key Responsibilities
Customer service
Reporting to the Co-founder, this customer happiness team member brings knowledge, empathy, and passion to helping pet parents.
- Share our customer’s holistic health journey caring for their dogs and cats.
- From Wednesday - Friday from noon ET to 6pm ET (9am-3pm PT), answer inbound calls from existing and prospective customers. Assess caller’s problems and solves tier 1 tickets. For more complicated requests, route to a tier 2 team member.
- Answer customer calls and tickets using our Gorgias customer service software, process phone orders, and return any previously missed customer calls.
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Intermittent coverage when customer service team members are on vacation, or need a sick day. Duties at those times include:
- providing live backup coverage during some (but not all) of business hours - Monday to Tuesday 9 am ET / noon PT to 6 pm ET / 3 pm PT.
- Call back and speak with all missed overnight and weekend calls, leaving a voicemail and sending a follow-up text message if unable to connect with them.
- Returning any missed calls during business hours and leaving a voicemail, plus sending a follow-up text message where necessary.
- Time Sensitive - Ensure auto-ship/subscription orders are canceled.
- Pets that have passed - Gather contact information for mailing cards and trigger Gorigas ticket template.
- Update customer and pet information into customer account record.
- Correct Gorgias file names - When encountering a customer’s first name and last initial, fill in the full last name.
- Other duties as assigned.
Executive Assistant to CEO
Reporting to the CEO, our Executive Assistant helps the CEO level up to be the best version of himself.
- Filter / action emails; set up meetings; and other administrative duties to free up CEO's time.
- Project manage the company roadmap with each team in the company.
- Audits, reviews, and refines standard operating procedures (SoPs) and training.
- Occasional personal assistant tasks for CEO and Co-founder. This less than 5% of the job.
- Willingness to tackle additional duties as company scales.
Experience
Here are the experiences and skills you bring.
GOOD
- Worked in a customer services, executive/administrative assistant, and/or project management role for 1-2+ years.
- Strong writing skills.
- Bachelor’s college degree.
- Fluent, conversational English required.
BETTER
- Your friends and family describe you as a pet lover.
- Proven experience managing projects on time and on budget
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Hands-on familiarity with and working knowledge of project management tools such as Asana.
Hands-on familiarity with Google Sheets / Microsoft Excel.
BEST
- A dog mom and/or cat mom (or dad), you love pets and, in an ideal world, have a dog, cat, and/or pet at home. You’re stoked to find this dream job that combines your passion and your profession.
- For those who want to gain valuable experience and add additional skills, this role can choose to take on additional responsibilities based on one’s time and interest allows.
Soft skills, benefits, and other info
- To live our company value of “Learn and grow”, learn new skills, software tools, and more.
- To live our company value of “Be Proactive and Intentional”, this job requires an extraordinary level detail orientation. Wearing multiple hats, you enjoy keeping the fast pace of each day.
- To live our company value of “Radical Candor,” you must be comfortable communicating with your supervisor and team members with caring and candor. If you are more comfortable working in a corporate environment which does not encourage you to speak plainly, directly, and lovingly, this is not the job for you.
- Ability to work in a fast-paced and self-starting environment.
- You are a positive, proactive, and intentional doer.
- Hyper-organized and comfortable with the software tools do our jobs better and faster.
- Can filter the noise to focus on the top priorities and doing what’s best for our customers.
- Seeks to push yourself out of your comfort zone to the next level.
- Embraces candor and gives/receives respectful, helpful feedback to colleagues. We are a no-drama team.
- You seek and embrace standard operating procedures (SoPs), checklists, and training.
- Wants to put her/his thumbprint on the future of this company.
- Occasional evening or weekend work may or may not occur.
- Compensation based on experience.
- Located in South, Central, or North America, this position is remote. To support you and transfer knowledge, however, you are welcome to take advantage of our hybrid model of remote plus work 1-2 days / week from our Denver, CO office.
- We offer a casual dress code, collaborative culture, unlimited natural products for your pet with a leadership team that cares about you and your professional development, and more.
Salary
- USD $8 - $15 / hour depending on experience.
Apply Today
Apply today by emailing yourdreamjob@pranapets.com with your first and last name as well as this job title in the subject line.