Customer Care Specialist

Dog person? Passionate about helping customers and facilitating exceptional customer experiences? Want to work for one of the fastest-growing consumer start-ups in Australia?

Our capes are on to reshape pet wellness, an industry built around outdated and shady products and practices. Our first brand, Lyka, delivers fresh, human-grade meals as a subscription service to dogs across Australia.

Since our founding in 2018, we have served over 4 million meals and raised ~AUD$8.5M in capital from venture funds and pet industry insiders to continue our mission to help pets live their best life.

We’re looking for an exceptional Customer Care Specialist to join us in our mission to change the pet wellness game, and help our furry friends live out their best lives.

**About Lyka**

Lyka was built on the belief that all puppers should live their best life. We deliver human-grade meals on a subscription to dogs all over Australia. We produce all of our food in our human-grade kitchen in Sydney.

Our company began when our founder Anna went on a journey to improve her dog Lyka’s health. Anna started creating a homemade diet for Lyka. In just a few weeks, Lyka had more energy, less tooth decay, and a healthier coat.

Since then, Team Lyka has grown to a team of ambitious and like-minded dog-lovers with a single shared goal: to serve our customers and their pupper with the best possible care on the planet. From improving digestive issues in puppers to bringing back the youthful energy in seniors - we’re getting closer to our mission, every day.

**The Opportunity**

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.

**Responsibilities**:

- Be the first point of contact to our customers, advising them on a variety of nutritional and diet-related questions
- Grow long-term relationships with customers and build promoters who are not only customers but raving fans by consistently exceeding their expectations
- 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
- Monitor customer deliveries and respond as required to ensure a smooth delivery experience
- 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
- 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**
- Competitive compensation package
- Flexibility - Strike a balance, work remotely and from our office
- Growth and Development - Lyka is growing extremely quickly, which means you'll have the opportunity to take your career to the next level through high ownership
- Collaboration - Team Lyka is a unique and collaborative environment From Senior Management to Engineers, to Vets, and Videographers, our team excels at leveraging diverse points of view to create amazing results, while having fun along the way
- High Performing - Be part of a diverse top talent team, coming from widely different backgrounds and geographies
- 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
- Fun team environment and culture
- Discounts to feed your dog the best food in the world
- Dog-friendly office - hang out with the original Lyka, and bring your own furry-loved ones
- Improve the lives of dogs in Australia

**We are committed to building inclusive and diverse teams