Customer Care Specialist

Koala Health is on a mission to simplify pet healthcare and create joyful experiences for pet owners and veterinarians alike. We’re a fast-growing veterinary pharmacy that delivers medications and health products directly to pet parents, beautifully packaged and right on time.

We’re looking for passionate, customer-focused individuals to join our team! As a Customer Experience Associate, you’ll be the friendly voice and helpful hand behind every customer interaction. You’ll assist with order updates, manage questions across multiple channels (like chat, email, and phone), and help escalate feedback so we can continue improving. We believe every interaction is a chance to delight, and we’re looking for people who are calm under pressure, proactive problem-solvers, and genuinely care about delivering a great experience, even when customers are frustrated.

Pay for this role is $18/hourly.

This is a great opportunity to be part of a mission-driven team that’s reimagining what pharmacy care looks like for pets, and the humans who love them.

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