Customer Service Associate

Customer Service Associate

THE COMPANY

Wondercide was founded 15 years ago by Stephanie Boone. When her dog Luna became ill from what her vet suspected were conventional flea and tick treatments and monthly pest control services, Stephanie knew there had to be a better way and set out on a mission to invent a plant-powered alternative. Today, Wondercide offers a comprehensive line of plant-powered pest control solutions for pets, yards, homes, and families, with more than 50,000 5-star reviews on Amazon.  

Wondercide, based in Austin, TX, is a privately held, high-growth, and digitally native consumer packaged goods company that has an omnichannel presence and is expanding into specialty brick-and-mortar and beyond. The company is a vertically integrated organization where sales, marketing, creative content, customer service, innovation, procurement, mixing, production, fulfillment, and more are all done in-house.  This allows the team to control their own destiny from a multi-year roadmap down to quality of execution via operational excellence.

We are a close-knit, highly collaborative team of ‘doers’ who operate in an entrepreneurial and KPI-driven environment.  Grit, Action, Curiosity, Ownership, and Insight are the five operating values we embody in our day-to-day work.

At Wondercide, we’re driven by a Fierce Love® for families. We wake up every day inspired by our mission to protect families of every kind, everywhere from pests with safe, effective pest control solutions. We work with Mother Nature to deliver plant-powered products that promote well-being. We do this so families can live long, happy, and healthy lives together. We believe in doing whatever it takes to protect those we love…and that when you know better, you can do better. Our promise to customers: they’ll never have to go it alone. We’re in this together and we’ll be there to support each step of the way.

THE POSITION

At Wondercide, customer happiness is at the core of everything we do. As a Customer Love Teammate, you’ll be the voice of our brand, ensuring customers across phone, email, chat, SMS, and social channels receive expert support and care. Whether helping pet parents find the perfect product, assisting retail partners, or improving our internal processes, your role will make a meaningful impact. If you thrive in a fast-paced, mission-driven environment and love making people (and their pets) happy, we’d love to meet you!

The Customer Service Associate (we refer to the department as ‘Customer Love’) will report to Wondercide’s Customer Love Manager and play a pivotal role in delivering world-class support for our customers across channels.  You will be servicing tickets on a daily basis, collaborating with the extended team, and contributing ideas that have the potential to continue to better the customer experience.

This is a hands-on role in which you will directly contribute to Wondercide’s customer happiness. You will work in a fast-paced, mission-driven, and entrepreneurial environment.

Key Responsibilities:

• Be a role model brand steward
  • Immerse yourself in the Wondercide brand, values, mission, and products as well as the categories in which we compete. Deeply understand and be able to articulate these aspects to effectively embody our brand voice as a steward of Wondercide.

• Gain expert-level knowledge of Wondercide products and how to use them successfully. 
• As a lead brand steward and advocate with customers, demonstrate care for the company’s reputation and customer affinity for Wondercide.

• Provide expert customer care
  • Field customer inquiries and organize responses throughout the day across various systems including phone, email, live chat, and Amazon. Bonus points if you have experience with Zendesk and Amazon Seller Central! 
  • Support the Growth, Operations, and Accounting teams with a variety of tasks including shipping special orders, processing returns, and helping with miscellaneous project needs. 
  • Support various customer, brand, and company events and help with tasks including event set up, selling products, speaking with customers, and acting as a brand ambassador.
  • Support social moderation as needed, including responding to direct messages and comments from customers and prospects. 
• Reporting & Process Improvement
  • Support daily and weekly reporting on important customer-focused metrics including ratings, interaction totals, revenue impact, and more. 
  • Manage various tasks and projects to help the department become more efficient and impactful including quarterly Standard Operating Procedure updates, dev testing support, and data-related optimizations.

Requirements

• 2 years of recent customer service experience.
• Have a passion for delivering outstanding customer experiences is essential
• Excellent communication skills in person, on the phone, and in email.
• High comfort with technology and learning to use tools that help our company run better and help our customers interact with us.
• Possess strong knowledge of correct grammar to use in communications across multiple platforms like email, chat, and phone conversations.
• Have an ability to make customers feel heard and cared for, help customers solve problems, and diffuse frustrations.
• Willingness and ability to multitask, help out across the entire company, and take on new challenges. We all chip in everywhere we are needed, and this position is no different.

Preferred additional skills include (helpful but not required):

• Experience with Wondercide platforms including Zendesk, Shopify, Amazon Seller Central, Yotpo, Google Suite, and Clickup.
• Experience in consumer packaged goods, natural products, or pet industry.
• Comfortable being live on social media for product demonstrations and answering customer questions.

How We’ll Support You:

• We mentioned changing the world, right? Need more? Read On! 
• Low healthcare premiums, 100% of paid employee medical, vision, and dental coverage, paid volunteer time off, and parental leave for full-time employees
• 401(k) program participation and performance-based bonus program for both full-time and part-time employees
• Vacation and paid holidays available, depending on shift schedule and employment type 
• Company-wide Thankful Thursdays and Thrilling Thursdays 

Logistics:

• This full-time role is expected to work three days per week at our facility located at 2200 Chisholm Trail Rd, Round Rock TX 78681.  Depending on the candidate's readiness over time, the role may have the opportunity to be remote
• Regular shift hours are 9:00 am - 6:00 pm, Monday through Friday  
  

If you’re passionate about helping families protect the ones they love and creating strong connections with a community that values natural solutions, we invite you to apply!

Wondercide is a female-founded organization. Inclusion is a top value. We celebrate, thrive on, and are actively working to increase diversity on our team, especially in management and leadership roles.

We’re a proud Equal Opportunity/Affirmative Action Employer.

Salary : $20 - $23