Customer Service Team Member

Are you hoping to combine your passion for pets with a once-in-a-career growth opportunity? Prana Pets is the U.S. 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 Customer Service Team Member to join our high-performing team.

Located in South, Central, or North America, this full-time position is remote. Feel free, however, to take advantage of our hybrid model - working-from-home and/or working in our Colorado office. If you love helping pet parents discover holistic approaches to care for their pets, and are a detail-oriented pet lover, please apply today!

Prana Pets empowers pet parents in their holistic journeys to transform their pet's wellness. Buying our best-in-class natural products and herbal remedies, customers tell us they save time and money compared to the cost and inconvenience of visiting their vets. Market leaders such as Amazon , Amazon UK , and Chewy sell our products. Ranking #3,501 , we are honored to make Inc.

magazine’s 5000 list of the fastest-growing private companies in America for three years in a row. With an above average Net Promoter Score of 81 over the industry benchmark of 52, customers rate us 4.6 out of 5 stars across 10,907 reviews. Each day, we focus on delighting our customers while being the best job ever for our employees.

The Customer Service Team Members directly drives and achieves the company's key performance indicators (KPIs).

Net promoter score (NPS) of 70 or higher.

Customer service satisfaction of 4 out of 5 stars or higher.

Retain customers as measured by the subscriber churn rate KPI and customer retention KPI.

Cross-sell / upsell customers to achieve the average over value (AoV) KPI.

Increase order frequency to 1.35x or more.

This team member brings knowledge, empathy, skills, experience, and passion to help pet parents.

CUSTOMER SERVICE

• Audit, review, and refine standard operating procedures (SoPs).
• Other duties as assigned.

SALES

• Make daily outbound phone calls to customers to confirm first-time orders and other upsell / cross-sell opportunities.

Sales support to the co-founder as he leads sales to veterinarians.

Willingness to tackle additional duties as company scales.

GOOD

Worked in a sales, customer service, and/or project management role for 2-4+ years.

• Fluent, conversational English required.

BETTER

Your friends and family describe you as a pet lover.

Hands-on familiarity with and working knowledge of software tools, including the company's software / technology stack (Shopify, Gorgias, Klaviyo, and more).

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 ’re stoked to find this dream job that combines your passion and your profession.

Always looking to improve, you make learning and growing fun for teammates.

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, interest, and career plan.

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 of 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…