Are you hoping to combine your passion for pets with a once-in-a-career growth opportunity? Prana Pets is the 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 an Executive Assistant / Customer Happiness team member to join our high-performing team. This 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 by offering holistic options - to support and transform their pet's wellness. Our best-in-class natural products and herbal remedies, customers tell us they save customers time and money compared to the cost and inconvenience of visiting their vets. Market leaders such as Amazon, Amazon UK, 1-800-PetMeds, and Chewy market our products. We rank #3,774 in 2024 and #3,091 in 2023 on Inc. magazine’s 5000 list of the fastest-growing private companies in the U.S. With an above average Net Promoter Score of 79, customers also rate us 4.6 out of 5 stars across 7,284 reviews. Each day, we focus on delighting and helping our customers, while providing the best job ever for our employees.
Main Duties
Reporting to the Co-founder and working with our marketing team members, this key team member brings knowledge, empathy, and passion to helping pet parents.
- Share our customer’s holistic health journey caring for their dogs and cats.
- On Fridays from noon to 6pm ET (9am-3pm PT), answer inbound calls from existing and prospective customers. Assess caller’s problems. If unable to assist, route to the appropriate team member.
- Executive Assistant to CEO and Co-founder. Filter / action emails; set up meetings; and other administrative duties to free up their time.
- Answer customer calls and tickets using our Gorgias customer service software, process phone orders, and return any previously missed customer calls.
- Intermittent coverage when customer service team members are on vacation, or need a sick day. Duties at those times include:
- providing live backup coverage during some (but not all) of business hours - Monday to Friday 9 am ET - 6 pm ET / 3 pm PT.
- Call back and speak with all missed overnight and weekend calls, leaving a voicemail and sending a follow-up text message if unable to connect with them.
- Returning any missed calls during business hours and leaving a voicemail, plus sending a follow-up text message where necessary.
- Answer tickets using our Gorgias customer service software.
- Time Sensitive - Ensure auto ship/subscription orders are canceled for customers requesting this.
- Pets that have passed - Send condolence ticket macro, and gather contact information for mailing cards
- Update pet’s information into customer file notes if missing or as more becomes available
- Correct Gorgias file names - When encountering a customer’s first name and last initial, fill in the full last name.
- Other duties as assigned.
Experience
Here are the experiences and skills you bring.
GOOD
- Worked in a customer facing role.
- Strong writing skills.
BETTER
- Your friends and family describe you as a pet lover.
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.
- Project management certification preferred, but not required.
CAREER DEVELOPMENT
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 allows.
- Assist our Digital Marketing Manager (DMM) by taking on email / SMS production - campaign set up (upload creative from our creative design agency, images; copy, etc.); testing; scheduling production sends; set up A/B tests; monitoring; reporting; email measurement / results; and more. Hands-on familiarity with the Klaviyo email marketing platform is ideal, but not required. We will train you in this best-in-class software.
- Assistant Paid Media Manager with our advertising campaigns with duties such as auditing, researching, and adjusting negative keywords in our search engine marketing (SEM) campaigns.
- Testing across all our digital marketing campaigns and channels.
- Assist Co-founder with influencer outreach and recruiting.
- Social media monitoring, measurement, and engagement.
- Content creation, especially creating real-llfe videos of you and your dog / cat.
- Prepare marketing reports, summarizing lessons learned, and scheduling / hosting debrief meetings.
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 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.
- Compensation based on experience.
- 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 1-2 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 $10 - $15 / hour and up depending on experience.
Apply Today
Apply today by emailing careers@pranapets.com with your full name and this job title in the subject line.