Customer Care Specialist

Join Koala Health and help make pet care simpler, smoother, and a little more joyful. We’re a fast-growing veterinary pharmacy delivering medications and health products directly to pet parents--beautifully packaged and right on time. Our mission is to create better healthcare experiences for pets, the people who love them, and the veterinarians who care for them. As a Customer Experience Associate, you’ll be at the heart of that mission. You’ll be the friendly, reassuring voice customers count on, providing order updates, answering questions by chat, email, and phone, and sharing valuable feedback that helps us continually improve. We’d love to meet you if you have: At least one year of experience in a medical or healthcare setting A strong customer service background A warm, empathetic, and genuinely customer-focused approach The ability to remain calm and thoughtful under pressure A proactive, solutions-oriented mindset and willingness to take ownership Confidence supporting customers across chat, email, and phone A desire to turn even challenging interactions into positive experiences This is an exciting opportunity to join a mission-driven team reimagining pharmacy care for pets and their people. Compensation: This role pays $18 per hour Applicants must reside in the United States and be authorized to work without employer sponsorship. What You Will Do: Assist customers by phone and email with questions about our products, services, and their orders. Manage inbound and outbound calls and emails with professionalism, empathy, and care. Anticipate pet owners’ needs and proactively offer helpful solutions during every interaction. Take full ownership of customer concerns, working hands-on to resolve each issue from start to finish. Deliver a best-in-class customer experience while thriving in a fast-paced environment. Provide clear, patient technical support to customers navigating our website. Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience What You Need: A high school diploma or equivalent Two or more years of customer service experience At least one year of experience in veterinary care, healthcare, or a related medical setting At least six months of professional experience using computers and web-based tools A strong track record of reliability and consistent availability to work Monday through Friday, 9:30 a.m.–6:00 p.m. ET Comfort working in a virtual, fast-paced environment and assisting customers by phone throughout your shift Excellent verbal and written communication skills Strong attention to detail, sound judgment, and a customer-first mindset Virtual Requirements: Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours Preferred / Nice To Have: 2+ year of relevant phone or email customer service experience within healthcare Experience working remote/virtually Experience working in Veterinary/Pet care Demonstrated ability to work as a team member Animal lover - Not required, but definitely a plus Why You'll Love Koala Health Meaningful mission helping modernize pet health Remote-first culture built on flexibility and trust Competitive base salary with performance-based incentives Medical, dental, and vision insurance with partial dependent coverage Generous PTO and a 401(k) plan Supportive, close-knit team that celebrates wins and learns fast Koala Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.