Customer Experience Specialist

Overview

Instant Teams is seeking empathetic, enthusiastic Customer Experience Specialists to serve as Brand Ambassadors for a premium cat food brand. In this role, you won't just solve problems; you will deliver warmth and top-tier support to cat parents, turning every inbound phone call into a positive experience that deepens their love for the brand. We have Full-Time and Part-Time positions available.

Day in the Life

• Inbound calls from customers
• Troubleshooting orders, subscriptions, and product questions using the knowledge base care toolkit.
• Personalizes answers and recommendations to each customer's cat’s needs.
• Captures feedback and recurring themes, flags trends to the team, and documents every interaction
• Deliver above-and-beyond inbound phone support
• Meet aggressive KPI targets, including 93%+ CSAT and world-class SLA, quality, productivity, and schedule-adherence metrics.
• Capture and share recurring customer feedback and trends with the broader team
• Act as a Brand Ambassador, deepening loyalty and representing us in every interaction

Must-Haves

• Warm, conversational communication
• Genuine enthusiasm for cats and the brand's mission.
• Strong technical aptitude and the ability to master new tools quickly.
• Analytical, organized, and a proactive problem solver.
• Empathy, patience, and adaptability in a fast-paced environment.
• Preference for 2+ years in a challenging, high-standard customer care / CX environment.
• Superior written, verbal, and listening skills
• Strong technical and analytical problem-solving skills
• Reliable home office environment with stable internet
• High school degree or equivalent

Nice To Have

• Previous remote / work-from-home experience.
• Background supporting a consumer or subscription brand.
• Cat parent or genuine animal lover.

Position Details

• Pay Rate: $19 / hour
• Training Schedule: 
  • 9am - 5pm EST | Monday - Friday (30 min lunch)
  • 3 weeks of training
    • 2 weeks of onboarding training, 1 week of phone training
• Post-Training Schedule: 
  • Hours of Operation are 7 days a week 9am-8pm EST

• Equipment is not provided: a laptop/desktop, and a headset are needed 

Compliance & Eligibility

• Background & Screenings: Successful candidates must complete and pass a background check prior to their start date
• Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 
• Work Environment: Because this is a remote work role, you must have a private, dedicated workspace that enables you to work independently and without interruptions. 
• Location: Due to specific position requirements, we cannot hire from the following locations for this opportunity: 
  • California
  • Denver, Colorado
  • Illinois
  • Iowa
  • Montana
  • North Dakota
  • Rhode Island
  • Seattle, Washington
  • Washington D.C.
  • Europe