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Cat Concierge

Smalls· Customer Support
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Remote$30.88/hrFull-timePosted 2w ago

About the role

Cat Concierge at Smalls delivering world-class experiences to humans and kitties across multiple channels, acting as the voice of the brand and building personalized customer relationships.

Responsibilities

  • Act as the primary touchpoint for all prospective and existing customers as the voice of the brand.
  • Answer inquiries, address customer requests, and engage with customers about our products and services across email, SMS, phone, chat, social platforms, and more.
  • Utilize training and guidelines to understand customers’ situation and provide tailored, personalized responses.
  • Introduce customers to new or different products or services to maximize their Smalls experience.
  • Identify and escalate issues reported by customers across tech, operations, and marketing for troubleshooting and fixes.
  • Provide feedback to internal teams on customer-facing changes based on daily interactions.
  • Think from a customer perspective to optimize experience through support, processes, and tools.
  • Learn to use new processes, technologies, and tools to improve team performance and support company strategies.
  • Travel 1 - 2 times a year for company and team retreats.

Qualifications

  • Impeccable verbal and written communication skills
  • Proven track record of high performance in a support/client-facing role in a fast-growing or startup environment
  • Empathetic, curious, energetic, self-motivated, and adaptable
  • Reliable team player who’s proactive in helping out
  • Availability outside standard 9 to 5 hours (40 hours/week, including weekends and holidays)
  • Excitement for an evolving, experimental, fast-paced work culture and change adaptability

Skills

Required:CommunicationCustomer Support / Client facingEmpathy and adaptabilityMulti-channel support

Benefits

  • Fully paid Health, Vision, and Dental insurance
  • 24 PTO Days, plus paid company holidays
  • Fully Remote Office & Culture
  • Travel for department & company off-sites and retreats
  • Free cat food every month
Last updated Oct 8, 2026. Interested? Apply on the company site.
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About Smalls

Voted #1 Healthiest Cat Food 🐱🥩

Human-grade fresh cat food delivered straight to your door. Smalls is gently cooked to preserve all of the nutrients and moisture that cats need.

Cat foodHuman-grade foodPet nutritionFresh food
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