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Customer Care Specialist

2 months ago

Melbourne, Australia Lyka Full time

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Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets.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 almost 30 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 200+ 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 $60M in funding from venture capital investors 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

Our Mission

The time we share with our pets is being cut short. Despite medical advancements, they’re getting sicker earlier. They’re dying prematurely. The industry has it backwards — prioritising treating symptoms instead of addressing the root cause. That’s where we come in.

At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal.

We don’t stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it’s not just about living longer, but living well too.

Our mission is to increase the lifespan of dogs and cats.

The Opportunity

Lyka is growing quickly, and no two weeks are the same. 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
  • Must have the ability to work a 5-day rotating roster across 7-day week (includes weekend work)
  • 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 the health of our dogs and our planet. We’re proud to be Australia’s only carbon-negative and plastic-negative pet company and we’re always looking at ways for us improve sustainability practices.
  • Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
  • 12 weeks of paid parental leave for primary and secondary carers, along side 2 weeks of miscarriage leave in the first twenty weeks. We also offer 18 paid weeks to both primary and secondary carers if you have been at Lyka for over two years.
  • Wellbeing assistance & tools to take care of your mental and physical wellbeing so you can do your best work.
  • Flexible working: work from where you get your best work done. We have pet-friendly offices and industrial kitchens in Sydney and Melbourne. Onsite days are required for the beginning.
  • Pupper parent support to care for your furry friends – flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life

We are committed to building inclusive and diverse teams

Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion. We celebrate diversity, are devoted to creating an inclusive environment for all staff and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.

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