Customer Care Agent

**Position Summary:** The Customer Care Specialist is a remote, part\-time role (10\-20 hours per week, with potential for full\-time), who is responsible for delivering empathetic and knowledgeable support to pet parents. Reporting to the Customer Care Manager, this position serves as the primary point of contact for customers (consumers and professionals), addressing inquiries and providing assistance to enhance their pet's wellness journey. **Company Overview:** Jope is a US\-based pet nutraceutical company dedicated to improving the lives of dogs and cats. We are committed to providing personalized service to pet parents, ensuring they have the information and support needed to make informed decisions about their pets' health and well\-being. We foster a fast\-paced, innovative, and data\-driven culture where employees are encouraged to take initiative and contribute to the company's growth. We value transparency, open communication, and a passion for animal welfare. **Reports To:** Customer Care Manager **Key Responsibilities** **Customer Support: This is your primary responsibility.** Customer Satisfaction \& Education: * Respond promptly and empathetically to customer inquiries via Gorgias, Shopify, and phone. * Address a wider range of customer needs, including product information, order status, shipping, refunds, and pet health concerns. * Deliver structured and clear responses to customer inquiries, incorporating educational components. **Subscription Management** * Proactively assist customers with subscription adjustments and offer tailored subscription recommendations (quantities and frequency) using Shopify’s Seal App. * Apply mathematical logic to recommend plans or make adjustments based on dosing charts and delivery schedules. **Veterinary Clinic Sales \& Support:** This secondary responsibility involves working closely with a co\-founder to: * Serve as the primary point of contact for veterinary clinics, managing and growing relationships. * Utilize HubSpot (CRM) to track and manage B2B activities, including profile creation, email communication, and deal progression. * Provide timely support to clinic partners regarding orders, product inquiries, and merchandising. * Manage phone calls for payment processing, question resolution, and inquiry handling. **Team Collaboration** * Work closely with the customer care team to ensure consistent, high\-quality service for both B2B and B2C customers. **Qualifications** * Extensive experience with e\-commerce platforms, particularly Shopify, and customer service tools like Gorgias. * Familiarity with subscription management apps (e.g., Seal) and Google Suite. * Strong written and verbal communication skills. * Passion for pet health and wellness. * Experience in veterinary sales, B2B outreach, or clinic support is strongly preferred. * Experience with Hubspot or other CRMs preferable for veterinary clinic and sales * Proven ability to handle multiple tasks with attention to