*Remote opportunity- must be located within the eastern standard time zone*

As a customer success associate, you will work closely with our customers/packmates in the pet industry to answer questions about the PetExec software to include how to perform day-to-day functions (scheduling, signing pets in, and checking pets out); where to find features, settings, and preferences within the software; billing and account balancing; and more. This troubleshooting often requires complex problem-solving skills. You will also upsell PetExec add-on products identifying which add-ons a customer has already purchased and offering additional products as appropriate during the lifecycle of a chat, call, or email.

Once trained and proficient in the support role, the customer success associate may perform onboarding tasks for new customers to include setting up their PetExec system based on their products/services and conducting video training sessions. You may also execute sales tasks such as video webinars, sales phone calls, emails to demonstrate the PetExec software to potential leads. There will also be opportunities to travel and attend trade shows to sell the PetExec software in a trade show environment. The customer success associate may also lead video coaching sessions with existing customers to optimize how they use PetExec to grow their business.

In this role you will…

Work remotely, along with the current PetExec team to provide support, sales, and training to our customers through online chat, phone calls, and email.

WHAT YOU WILL WORK ON IN THE FIRST 12 MONTHS:

• Learn the PetExec software: PetExec is fully customizable and has many different features and functions to serve the diverse needs of the pet industry which includes daycare, boarding, grooming, and training services.
• Work alongside other support agents to connect with our customers through online chat, phone calls, and emails.
• Develop the skills to answer questions from our customers to include testing within the software when the answer to the question is not immediately available.
• Provide feedback to the PetExec product and engineering team on issues experienced by our customers and the most frequently asked questions.
• Upsell PetExec add-on products during the lifecycle of a chat, call, or email.
• Provide sales support as needed by conducting video webinars to demonstrate the PetExec software to potential leads.
• Attend trade shows as needed to represent and demonstrate the PetExec software to potential pet service customers looking for business software.
• Complete onboarding and coaching tasks as needed to include software set up and video training sessions for new and existing customers.

RESPONSIBILITIES:

• Work remotely using online chat software to answer questions from our customers. Must be able to multitask and manage multiple chats/questions simultaneously.
• Use the PetExec documentation site to correctly answer questions. 
• Provide links to documentation and reference materials through chat and email so customers understand how to best utilize the software to meet their needs.
• When necessary, work directly in a test environment of the software to understand all feature options and how they can be used to meet the needs of the customers.
• Troubleshoot software issues to determine when a problem is user error or software related. Effectively document and escalate software issues as needed.
• Upsell PetExec add-on products to current subscribers via chat, phone calls, and emails.

WHAT WE’RE LOOKING FOR:

• At Kinship, we have three pillars that set out how we aim to be - in our everyday work, and in how we approach each other. We call these our Cultural Pillars. In all of the roles that we hire for, we look for people who are Optimistic, Open to All, and Purposefully Inquisitive. For this role, you’ll also need these skills to knock it out of the dog park:
• You will be able to learn the complex software quickly and efficiently.
• You will have some knowledge about database structures and relationships, technical education or experience, and prior software support experience.
• You will be both enthusiastic and energetic as well as a strong verbal and written communicator.
• You have experience working remotely with a team of people to provide excellent customer service. Our support is offered from 9 am - 7 pm Eastern Monday through Friday as well as email support on occasional weekends.
• You want to make a better world for pets, and you know how you might play a role in this goal.

WHAT YOU CAN EXPECT FROM US:

• Opportunities to impact and grow the business on a day-to-day basis
• Medical, dental, vision, 401k match, and pet benefits for you and your family
• Unlimited paid time off 
• Parental leave for the birth or adoption of your new human child (and fur baby)
• Discounts on pet products, services, nutrition and veterinary wellness plans
• An extensive onboarding program with a chance to meet all of our leaders across Kinship

COMPENSATION

The New York, New York base salary range for this position is $59,000 annually, commensurate with experience. Total compensation will include bonus incentives and benefits. Kinship provides Full-Time Employees (Associates) benefits which may include health insurance, retirement plan benefits, eligibility for Mars discounts, unlimited paid time off, and access to other benefit programs. Eligibility for Kinship benefits is determined under the terms of the applicable Kinship Benefits plan at a person's date of hire.