Customer Success Rep

Tier 1 Success / Petnet - Los Angeles, CA


Tier 1 Success is an in-house customer success team currently searching for customer success specialists for Petnet.

Petnet uses a wifi enabled SmartFeeder and a system of algorithms to help provide pet owners with specific portion sizes and breed specific food recommendations.

Learn more at

Responsibilities & Duties

The Success Agent provides excellent customer service by resolving product or services issues by clarifying the customer's concerns determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.

  • Handle Customer Care inquiries from customers and prospective customers about Petnet products, services, shipping, and billing issues, etc.
  • Handle questions via telephone, email, social media (including Twitter, Instagram, and Facebook) and chat addressing customer issues as stated above
  • Maintain ownership of cases through final resolution
  • Escalate appropriate issues to our SME or to the client contact
  • Evaluate and take action on requests for exceptions to client support policies
  • Act as the last point of contact for the customer
  • Effectively communicate with Tier 1 and Petnet team members and Petnet customers
  • Proactively identify ways to avoid recurring issues by recommending new and updated processes and technical articles

Skills needed

  • A passion for providing an excellent product to customers
  • Excellent customer service skills
  • Strong written, verbal, and organization skills
  • Ability to use critical thinking and logic skills to isolate and resolve issues in a timely manner
  • Time management and prioritization skills
  • Comprehensive understanding of Petnet’s production and shipping infrastructure
  • Must act independently and be self-motivated

Additional Skills Preferred, not Required

  • Knowledge with Zendesk
  • Basic usage knowledge of iOS and Android phones
  • How to screenshot, quickly locate settings, force quit app, etc. * Available to work weekends

Hours of Operation

  • Monday - Friday: 8am – 6pm PST
  • Saturday- Sunday: 9am – 6pm PST

Job Types: Part-time, Contract

Salary: $12.00 to $14.00 /hour

Job Types: Part-time, Contract

Salary: $12.00 to $14.00 /hour


  • Customer Service Skills: 1 year (Preferred)


  • High school or equivalent (Required)


  • Los Angeles, CA (Required)

Work authorization:

  • United States (Required)


  • Morning (Required)
  • Mid-Day (Required)