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Social Media & Customer Support Specialist at Protect My Pet

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  • Remote
  • fulltime
  • ₤20000 - ₤24000 per year

             *Previous experience within a startup in a customer-support role is mandatory*

We’re a small team with big ambitions to change the pet care industry for the better. We have a new opening for a full-time role as a Social Media & Customer Support Specialist. 

Role Responsibilities and Duties: 

Social Media 

  • Create, manage and execute sharable social media posts that will educate and entertain cat and dog owners alike 
  • Write engaging copy and create unique assets using platforms like Canva or Photoshop 
  • Develop digital campaigns to increase engagement, follower count and conversions across all social media channels
  • Liaise with customers, third party companies, influencers and suppliers who we collaborate with 
  • Grow an engaged social following among our key target audience
  • Keep our pack members informed with the latest healthcare tips and trends 
  • Design and implement an engaging communication strategy and content calendar that is in line with our brand values and ethos 
  • Community management to engage with pack members across all platforms 
  • Use analytic tools to continually improve our metrics 

Customer Support 

  • You will relish in providing the best customer experiences and have experience in a D2C customer service role 
  • You’ve worked in a startup and small team environment before working closely with other teams within the business to help resolve problems that may arise with the product, service or website. 
  • Helping customers setting up their pet subscriptions and offering ongoing support with their account if and when they need
  • Assist customers via phone, LiveChat and email support tickets
  • Offer advice to prospective customers looking to subscribe
  • Providing customers with support for all account-related activity
  • Liaising with our veterinary team to resolve product-specific enquiries
  • Customer outreach 
  • Capture and report customer feedback to your line manager to help improve our service

 

About You

You’ll be excited about joining a fast-growing, online business focused on pet health. You’ll appreciate that being part of a startup means being open and keen to work on all aspects of social media and customer support as well as other areas of the business when required.

This is a fast pace environment – you should have the ability to adapt constantly and respond to changes. You should be able to adopt new technologies/software accordingly. 

 

About Your Skills and Experience

  • Ability to think on your feet and work autonomously
  • A self-starter who can flourish when working in a remote team
  • Minimum 2 years of professional experience working with customers (preferably in a digital environment)
  • Pays attention to detail and accuracy 
  • Keen and enthusiastic with a real desire to make a difference
  • Brilliant at prioritisation and managing own workload due to the nature of working remotely
  • Confident to speak directly with prospective and existing customers over the phone
  • Ability to understand and empathise with our customers - as pets are considered a member of our customers’ family
  • Excellent communication skills, both written and verbal
  • A passion for the mission we are on to ensure every pet is protected
  • A proactive approach to learning and using new software and tools where available
  • Computer literacy and proficient in Office Suite
  • Excellent organisational and prioritisation skills 
  • Must love cats and dogs and have an entrepreneurial spirit!

 

Bonus skills and attributes

We frequently use Google Docs / Sheets and customer support software tools such as Fresh Desk and Olark, so bonus points if you already know your way around them.

 

Rewards

  • Competitive starting salary dependant on experience
  • We are a growing, progressive start-up with big ambitions, so will enjoy taking responsibility for a multitude of tasks
  • You will play a vital role in feeding back what our customers are saying and report findings to the rest of the team. Most importantly, you'll have an impact from day one helping to shape the future of Protect My Pet
  • Our customers love our innovative service and the support that they receive from us which provides great job satisfaction
  • Work with a fast-paced, new and innovative brand in the pet sector
  • A small but expanding team offering an opportunity for career development 
  • Share options available
  • Work with a fast-paced, new and innovative brand in the pet sector
  • 20 days’ holiday PLUS your birthday off and all the usual UK public and bank holidays
  • Workplace pension scheme
  • Staff discount on all Protect My Pet services 
  • We’ll teach you everything you need to know about parasite control, you will soon become an expert in fleas and worms!

This is an excellent opportunity to help develop your skills and grow with the PMP team, we’re looking for somebody with initiative and who is genuinely excited to join us in our journey.

 

To apply

Please send us your CV and a short reply to each of the questions below: 

  1. Are you a cat or a dog person? 
  2. Provide an example of a moment of conflict with a customer and how you resolved this.
  3. What do you find interesting about the pet industry? 
  4. What is your favourite subscription box service and why? 
  5. What is your favourite pet-specific brand and why? 

Please note that you will need to be UK based and eligible to work in the country to apply. 

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