Member Experience Associate

Sundays for Dogs | $24 per hour plus OT

Steph's Notes:

I think the pay is a little low for the level of work this role will be doing, but then I pretty much always think CX folks should be paid more.

The reason I'm okay with putting this in Eh, It's Probably Fine is that the company is pretty straightforward about the expectations and challenges of this role, which means they do care about being a good fit for applicants.

"Dynamic, fast-paced environment" remains a splinter in my mind's eye, however.

Original Job Description: Member Experience Associate

Your (Sun)days with us

We are looking for motivated, customer-obsessed professionals who truly love delivering above and beyond experiences to join our brand new Member Experience team and help us drive loyal, life-long relationships with our customers.

In this role, you will join a specialized squad that is intentionally focused on executing proactive campaigns and initiatives that will drive meaningful change in our retention and churn strategy. We are dog lovers who are passionate about offering and up-leveling a world-class experience for our Sundays Pack at every touchpoint, and your role will be key to unlocking our vision of making Sundays the world’s best dog food for pups and pet parents alike.

Partnering closely with our core Customer Care team, part of your impact will include dedicated engagement with our subscribers across a variety of channels such as phone, SMS, and email. You’ll also be encouraged and empowered to surface crucial feedback, proactively identify opportunities for improvement, and ideate creative campaigns alongside MX/CX leadership to delight and successfully retain our Sundays Pack.

Your Part in the Pack

• Offer white-glove care and engagement to drive retention and loyalty: You’ll be a Sundays ambassador and first-line resource for our subscribers on all things dog food, dog nutrition, subscription support, and the Sundays brand. We’re looking for someone who deeply understands the value of relationship-building and looks for opportunities to optimize each member’s experience in an effort to supercharge subscription renewals and satisfaction. Don’t worry, we’ll get you all of the training, resources, and daily support that you need!
• Provide world-class experiences to our Sundays Pack: While timely and accurate support is a crucial fundamental, we’re looking for expert problem-solvers who anticipate and solve for pain points before they happen, care deeply about details and personalization, and go the extra mile to thoughtfully tailor their approach to every pup and pet parent in our ecosystem.
• Proactively report issues and ideas to MX/CX Leadership: We’re looking for creative thinkers who not only follow procedures and campaign guidelines, but pause to imagine even better ways of working, and feel empowered to constructively and collaboratively share these ideas. Help us to get even better by unlocking our retention goals and offering an experience that’s truly one of a kind!
• Showcase your superior performance via KPI evaluation: Some experience and comfort with your performance being measured, in part, by metrics like Customer Satisfaction (CSAT), Quality Score, and Orders driven as a result of your touchpoints with subscribers. Additionally, our collective team will own and closely monitor key retention benchmarks such as reorder rate, churn rate, and LTV across campaigns and customer cohorts. We’re building a squad that embraces their role in driving growth of the business and accomplishing our vision of feeding one million pups with enthusiasm and Sundays-style optimism!
• Work in CX-world tools and interfaces: Your work day will take place primarily in our CX CRM tool and will also require toggling between, and mastery of, additional tools such as: our internal admin/order management system; logistics order-tracking tools; our internal Knowledge Base; Notion, Slack and email; etc.

Requirements

• Availability during our standard business hours of 9-5 pm Eastern Time, Monday-Friday, with the potential for some weekend engagement depending on campaign needs
• Ability to be flexible as needs change in the future, or when the Customer Care team is seeking extra hands during high volume periods (e.g. Black Friday)
• Ideally 2+ years of experience in Customer Experience, Customer Success, Sales, or Community Engagement
• Experience resolving customer inquiries in a high-volume environment
• Excellent communication, problem-solving skills, and eye for detail
• Experience in a dynamic, fast-paced environment where patience and time management are a virtue
• Passionate about turning constructive criticism and customer insights into actionable change
• Experience using Slack in a remote environmentExperience with Dixa, Intercom, Kustomer, Zendesk or similar
• Experience with a subscription business is a bonus
• Love for dogs is also a huge bonus, as is curiosity about food nutrition!

$24 - $24 an hour

Benefits:

• Medical, Vision & Dental InsuranceMental Health Support + Free Therapy
• Personalized work from home set-up
• Proud remote-only workplace
• Annual $500 wfh stipend
• Strong PTO and sick day bank, plus time-and-a-half OT and holiday pay across a long list of holidays
• 401k plan
• Subscription to Sundays For Dogs

Compensation:
$24 per hour Full-time role, 40 hours a week
Remote

At Sundays, it's our make life easier on the modern dog parent so that they can spend more quality time with their dog.Started by a veterinarian and a software engineer, Sundays is reinventing food for the modern dog family. Dogs used to sleep in the backyard and eat kibble; today, 2/3 of dogs in the US sleep in their parents' beds, yet 95% still eat heavily-processed kibble or canned food. Dogs have transformed from pets to family members, but dog food hasn't caught up. Sundays is answering the question: what do you feed the dog who sleeps in your bed?Our DNA is in veterinary medicine and software design, so we're serious about science, technology, and analytics. Ultimately, we make dog food — so we make sure to take the "food" part very seriously, and the "dog" part with the right amount of fun.