Customer Experience Omnichannel Specialist

Description

Whisker is redefining what it means to live with cats—designing intelligent systems that remove friction, elevate the everyday, and celebrate the quiet brilliance of feline companionship. Today, Litter-Robot leads the category. Tomorrow, an entire ecosystem that expands what's possible for cats and the people who love them. We believe the future is feline. And we're imagining that future today.

We work onsite 4+ days a week, with our team based in Auburn Hills, Michigan, and Juneau, Wisconsin. Our team of 600+ passionate pet people thrives on collaboration, innovation, and the occasional office cameo from a four-legged friend.

At Whisker, we know life with pets is already pretty great, but we're here to make it even better

The Whisker Customer Experience Team is growing and we are continuing to build our CX Center of Excellence at Whisker HQ in Auburn Hills, MI. The CX Omnichannel Specialist role requires open availability, as most shifts will include evenings and weekends. Flexibility, reliability, and the ability to work in a dynamic, fast-paced environment are essential. The anticipated start date for this position is September 21st, 2026.

The Omnichannel Specialist provides "top-notch" service to our Whisker customers, utilizing knowledge of products, processes and commonly used customer service concepts. The Omnichannel Specialist will communicate with our customers via support platforms such as phone, chat and email.

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Provides best-in-class customer service, solutions, and product information to our customers from inbound and outbound customer support platforms - phone, chat, and email
• Manages inbound calls and customer communication within outlined KPI’s
• Contributes to the weekly team meetings
• Specializes in assisting customers in troubleshooting their Litter-Robot and Feeder-Robot
• Offers customers technical support with our mobile app, including on-boarding, connectivity concerns, etc
• Internal Feedback:
  Supports our team for insight into how customers feel about our products, what troubleshooting issues are trending, etc
• Product improvements:
  You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developments
• Team
  
  Collaboration:
  
  Participates in devising unique solutions based on customer experience with how our products are used in their home environment all over the world
• Will perform additional responsibilities when required

• HS Diploma or equivalent
• 3+ years of customer service experience
• Excellent verbal, written, and interpersonal communication skills
• Experience with data entry and order entry
• Ability to multitask and prioritize
• Must be a team player
• Positive and upbeat attitude
• Strong computer skills including experience with spreadsheet, documents, word processing etc
• Maintains confidentiality of proprietary information
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• High degree of initiative, self-motivation and ability to motivate others
• Ability to provide a working atmosphere that is positive and productive
• Ability to establish and maintain cooperative working relationships with team members and colleagues
• Flexibility to work hours outside of shift and overtime when necessary
• Comfortable with office pets (cats, dogs)

• 2+ years of help-desk or customer service experience
• French, German, Italian, and/or Spanish language skills are a huge plus!
• Google Suite experience
• Salesforce and / or Magento experience
• Not required to have pets, but highly recommended!

The physical demands described here represent those that a Team Member must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the Team Member is regularly…