Customer Service Associate

Job Description

Job Description

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. As a Customer Love Teammate, you'll serve as both a trusted customer support expert and product expert, helping customers confidently choose, use, and succeed with Wondercide products across phone, email, chat, SMS, Amazon, and other marketplace channels.

This is a hands-on role where you'll directly contribute to Wondercide's customer happiness while helping improve the way we support customers. We're looking for someone who enjoys learning, solving problems, taking ownership, and continuously improving both the customer experience and the way we work.

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.

• Develop deep expertise in Wondercide products, label guidance, and best practices to confidently educate, troubleshoot, and support customers.
• 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 Gorgias, Shopify, Amazon Seller Central, or similar customer support platforms.
  • Support the Growth, Operations, and Accounting teams with a variety of tasks including shipping special orders, processing returns, and helping with miscellaneous project needs. 
  • Collaborate with cross-functional teams to resolve customer issues, improve internal processes, and share customer insights that strengthen the overall business.
  • Support various customer, brand, and company events and help with tasks including event setup, 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 customer experience initiatives through documentation, process improvements, testing, knowledge management, and other department projects.
  • 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.
  • Support the continuous improvement of customer support tools, knowledge resources, and AI capabilities to improve efficiency and the customer experience.

Requirements

• 2+ years of recent customer service experience.
• Having 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: Gorgias, Shopify, Amazon Seller Central, Junip, Google Suite, and ClickUp.
• Experience in consumer packaged goods, natural products, or the pet industry.
• Comfortable being live on social media for product demonstrations and answering customer questions.

What’s in it for you:

• Work with a passionate, entrepreneurial team that will support you and help you succeed.
• Be a part of a powerful mission-forward culture.
• Plenty of learning and development opportunities.
• Work in a new, state-of-the-art facility.
• Enjoy a fully stocked kitchen.
• Paid holidays.
• PTO and (VTO) volunteer time off.
• Bring your dog to work!

• 100% of paid employee medical, vision, and dental coverage,

Logistics:

• This is a hybrid role based in Round Rock, TX. The first 90 days are fully in-office as you get up to speed. After that, the schedule is Tuesday–Thursday in the office, with Monday and Friday remote.
• Regular shift hours are 9:00 am - 6:00 pm, Monday through Friday.  For training, you must be flexible to work 8:00 am- 5:00 pm

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!