Customer Care Specialist

**Who are we?**:
Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we’ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first — one bowl at a time.

Today, we are proud to share we’ve served over 10 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 150+ pet-obsessed and we're continuing to grow (yes, looking at you). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing.

To date, we have raised over $40M in funding from our venture fund investments and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack

**Who you are?
***:
Lyka is growing quickly, and no two weeks are the same. You will partner with each of the leads in each organisation to help us grow in headcount and also scale our culture and processes.

You will be part of our high performing and ambitious team and face diverse challenges on the job. If you work well under pressure and want a once-in-a-lifetime opportunity to grow your professional skills this role is for you.

**What you will do?**:

- Be the first point of contact to our customers, advising them on a variety of nutritional and diet-related questions
- Moderating interactions on our existing social media accounts (Insta, Facebook, Pinterest, LinkedIn & Tiktok) to grow our following and maximise the level of engagement with our brand
- Working along side our Community and Social Media Manager, Marketing and broader team with regards to customer insights and feedback on interactions
- Grow long-term relationships with customers and build promoters who are not only customers but raving fans by consistently exceeding their expectations
- Help identify opportunities to accelerate the growth of our communities
- Ensuring the consistency of the Lyka brand across all online channels
- Work with Lyka’s tech team to identify areas to improve customer experience, including on our website, communications and delivery experiences
- Work with Lyka’s operations team to ensure all customer order requests are executed
- Work with Lyka’s growth team to assist in engaging the community and executing customer experience projects
- Problem-solve through sometimes complex and challenging technical enquiries
- Assist in developing Lyka’s Customer Care foundation by establishing and building and implementing tools, protocols, processes and knowledgebase content
- Foster a growth-oriented, positive and high-performance culture that motivates employees and is aligned to the company's mission

**Requirements**:

- Helpful, positive and always looking to go above and beyond for customers
- An interest in, and passion for natural feeding
- Ability to demonstrate variable writing styles based on the audience and/or platform
- Have top of class customer service skills, including strong listening, well-versed verbal and written communication skills
- Strong grammar and written English
- Exceptional problem-solver with the ability to liaise directly with customers and escalate critical issues where appropriate
- A team player who's able to thrive in a small but quickly growing team
- A willingness to learn new topics, such as dog nutrition
- Organised and high attention to detail
- Resilient, high sense of ownership and comfortable with fast pace and ambiguity
- Must love dogs

**Benefits**
- Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product
- Growth and Development - Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D budget for you to continue your personal development.
- Work for a sustainability focused company - we care about