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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 Lead to join our high-performing team.  Located in South, Central, or North America, this full-time position is remote, but feel free to take advantage of our hybrid model: working-from-home and/or working within 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!

Company 

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.


Key Performance Outcomes

Reporting to the Prana Pets Co-founder, the Customer Service Team Lead is a player / coach leading customer service, sales, and growth initiatives.

Leading the customer service team with three current direct reports, proactively drive and achieving company 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.

  • Cross-sell / upsell customers.

  • Increase order frequency to 1.5x or more.

  • Increase average order value (AoV).

  • Automate 30% or more of help desk tickets.

Key Responsibilities

This team member brings knowledge, empathy, and passion to helping pet parents.

CUSTOMER SERVICE

  • Coach. The three customer service team members report to this team lead.

  • Player.  Help answer customer service inquiries.

  • Proactively and intentionally manage direct reports and vendors.

  • Implement management framework. 

    1. Set expectations.

    2. Measure each team member daily/weekly/monthly against KPIs, monitor calls, etc.

    3. Proactive coaching.

    4. Provide rewards and/or convey consequences.

  • Training.  Develop training, including tools, write scripts, and more.

  • Accelerate the adoption of automations and artificial intelligence (AI) in customer service and sales customer journeys, internal workflow, software, and across the company.

  • Prepare reports, summarizing lessons learned, and scheduling / hosting debrief meetings

  • Audits, reviews, and refine standard operating procedures (SoPs).

  • Schedule team work hours.

  • Other duties as assigned.

SALES

  • Coach. One of the customer service team members who focuses on outbound selling will report to this team lead.

  • Player.  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.

GROWTH INITIATIVES

  • Project manage company growth initiatives (e.g., enhance sales and customer data acquisition; customer advocates).

  • Accelerating the adoption of automation and artificial intelligence (AI), lead the department roadmap for customer service and sales.

  • Willingness to tackle additional duties as company scales.

Experience 

GOOD

  • Worked in a sales, customer service, and/or project management role for 4-10+ years.

  • Strong writing skills.

  • Bachelor’s college degree.

  • Fluent, conversational English required.

BETTER

  • Your friends and family describe you as a pet lover.

  • Proven experience managing people and projects, taking organization to the next level.

  • You love developing training programs, especially customer call scripts.  

  • You geek on developing standard operating procedures (SoP).

  • Hands-on familiarity with and working knowledge of automations and used with software / technology stack and applied to company workflow.

  • Hands-on familiarity with and working knowledge of the Entrepreneurial Operating System (EOS) or similar management framework.

  • Hands-on familiarity with and working knowledge of software tools such as Gorgias, Asana, and more.

  • Hands-on familiarity with CRM set up, best practices, and customer database synchronization.

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 at home. You’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.  

  • Hands-on familiarity with and working knowledge of automations and artificial intelligence (AI) used with software / technology stack and applied to company workflow.

  • Integrator of the Entrepreneurial Operating System (EOS) or similar management framework, ideally completing training courses and certifications.

  • 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 and interest.

Soft skills, benefits, and other info  

  • 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 gives/receives respectful, helpful feedback to colleagues. We are a no-drama team.

  • You seek and embrace standard operating procedures (SoPs), checklists, and training.

  • Wants to put her/his thumbprint on the future of this company.

  • Occasional evening or weekend work may or may not occur. 

  • Located in South, Central, or North America, this position is remote. To support you and transfer knowledge, however, you are welcome to take advantage of our hybrid model of remote plus work 1-3 days / week from our Denver, CO office.  

  • We offer a casual dress code, collaborative culture, unlimited natural products for your pet with a leadership team that cares about you and your professional development, and more.

Salary

  • USD $20 per hour / $40,800 per year and up for results-driven leaders with proven experience.

Apply Today

Apply today by emailing yourdreamjob@pranapets.com with your first and last name as well as this job title in the subject line.