Location: Remote (South Africa)
Contract: Independent Contractor
Schedule: Full-Time, Monday-Friday, CST
PTO: Performance based and flexible. Get your work done, be amazing, and we take care of you.

The Opportunity

We are not just an e-commerce brand; we are a community of obsessed pet parents. Our traffic flows from Meta, Amazon, Chewy, and Walmart, but our heart is in the direct relationships we build with our customers.

We are looking for a Customer Success Hero who does not just close tickets but genuinely loves delighting people. We want a conversationist, not a transactionalist. If you have a natural giddiness when you see a dog, if you ask for photos of pets without being prompted, and if you take pride in solving a problem before a customer even realizes it is a problem, you belong here.

What You Will Own

Multi Channel Engagement

Manage all incoming inquiries via Tickets, Live Chat, and Shopify.
Actively engage with our community on Facebook and Instagram. You will not just monitor comments; you will spark conversations, use a fun tone, and turn commenters into fans.
Occasionally jump on a phone call when a situation requires a personal touch to keep things moving smoothly.

Customer Delight & Problem Solving

Take full ownership of customer issues. Do not just give a canned response; actually solve the problem.
Since we are in the pet space, you will be talking to people about their fur babies. You need to bring excitement, empathy, and a genuine pet parent energy to every interaction.
Calculated Care: We love our customers, but we also have to be smart. You will learn the "ins and outs" of pet industry compliance so you can solve problems effectively without overpromising or stepping into a veterinarian’s shoes. We need someone who can see the "whole picture" of a customer’s problem and provide advice that is both empathetic and regulatorily sound.

Ops & Future Growth

Handle internal tracking and reporting tasks to help us understand customer trends.
As we grow, we will implement AI to handle the automated type tickets like where is my order. Your goal is to work alongside these tools so you can focus 100% on high level engagement and community building.

Who You Are

This is non negotiable. Ideally, you have dogs at home and understand the deep emotional bond people have with their pets. You should naturally be excited about other people’s pets.
You have experience in the e-commerce world and are highly proficient with Shopify and modern support tools.
Your written and spoken English is flawless. You can handle a phone call with confidence and write social media comments that sound fun, giddy, and on brand.
You know how to speak the language of Facebook and Instagram. You understand trends, emojis, and how to maintain a brand voice that feels like a friend, not a corporation.
You hate boring, transactional service. You want to make people feel seen and heard.

Requirements

2 or more years in E-commerce Customer Support.
Proven experience with Shopify and helpdesk software like Gorgias or Zendesk.
A quiet, professional home office setup with a high speed internet connection for clear calls.
This role is specifically tailored for a female candidate to best align with our core customer demographic and brand voice.

Why Join Us?

We want to help you expand your role into high level community management and AI assisted operations.
We value results over clock punching. If you are amazing and our customers love you, we offer a flexible and generous PTO environment.
You get to talk about dogs all day.

Customer Success Advocate (Ecomm) (Remote SA) - 57206024524