Customer Experience Specialist
At Paw Prosper, we help pets live healthier, happier lives through all stages of their journey—whether they’re recovering from injury, managing chronic pain, or staying active in their senior years. Our growing family of pet brands delivers best-in-class, vet-recommended solutions in mobility, rehabilitation, and pain management. With a foundation built on expertise and compassion, we empower pet parents and professionals with products that support long-term health and quality of life.
Overview
We’re looking for a Customer Experience Associate to join our mission-driven team and become the voice of Paw Prosper across our suite of pet wellness brands. In this role, you’ll be the first line of connection between our customers and the life-changing products we provide—delivering guidance, product education, and support via phone, email, chat, and SMS.
This is a fast-paced, hands-on, and people-focused position where your ability to communicate clearly, solve problems with empathy, and manage detailed workflows will make a daily impact. You’ll help pet parents navigate our product offerings, troubleshoot challenges, and feel confident in every purchase decision they make.
This is a full-time, in-person role based at our Aurora, CO headquarters. The position reports to the Head of Customer Experience and works closely with the Customer Experience Team Lead.
Key Responsibilities:
Customer Engagement & Support
- Deliver exceptional customer service across phone, email, chat, and SMS channels
- Guide customers through product selection and education based on their pet’s mobility, condition, or recovery needs
- Become an expert in our wellness, rehabilitation, and recovery product lines (training provided)
- Handle a high volume of customer communications with professionalism, urgency, and care
Problem Solving & Case Resolution
- Own and manage a support ticket pipeline across multiple brands and channels
- Collaborate cross-functionally with internal teams to escalate and resolve product, shipping, or service issues
- Surface trends, blockers, or gaps in the customer journey to drive continuous improvement
Process Improvement & Collaboration
- Help build and maintain internal CX resources, tools, and macros
- Stay up-to-date on changes to products, policies, systems, and workflows
- Partner with marketing, growth, product, sales, and fulfillment teams to ensure alignment on key customer initiatives
Qualifications:
Required
- 2+ years in a customer-facing role (e-commerce or DTC preferred)
- Experience supporting high-volume customer service function through multiple channels (e.g., email, chat, phone)
- Strong written and verbal communication skills; confident and compassionate communicator
- Familiarity with helpdesk/CX platforms (e.g., Commslayer, Gorgias, Zendesk, Kustomer, etc.), Shopify, Google Workspace, Slack, and VoIP tools like Dialpad, Aircall, etc.
- Ability to multitask with attention to detail and minimal errors
- Passion for pets, wellness, and overall customer experience in pet wellness
- Highly empathetic, curious, and proactive approach to problem-solving
Nice to Have
- Background in pet wellness, veterinary, or pet-related industries
- Prior experience managing support across multiple brands or product lines
- Familiarity with ticket tagging, macros, reporting, and AI tools
Why Join Paw Prosper?
You’ll be part of a mission-driven, smart, passionate, experienced team dedicated to helping thousands of families support the health and happiness of their pets. We offer a competitive base salary range of $50,000–$60,000, along with a performance-based bonus structure. Team members enjoy a 401(k) with a 3% employer match and access to medical, dental, and vision benefits partially covered by the company. Our dog-friendly office means your pup can be part of the workday, too. As we grow, you’ll have meaningful opportunities for career development, cross-training, and making a lasting impact.
Logistics & Location
This is a full-time, in-office position located in Aurora, CO. Standard hours are Monday through Friday, 9 AM to 5 PM MST.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Application Question(s):
- Which help desk, CRM, or customer support platforms are you most familiar with?
Experience:
- high-volume customer service: 2 years (Required)
- multi-channel customer support (email, phone, chat, etc.): 1 year (Preferred)
Ability to Commute:
- Aurora, CO 80011 (Required)
Work Location: In person
