Customer Experience & Support Associate

Overview

At Maev, we believe dogs deserve a seat at the table. Or at the very least, nutrient-dense food that’s human-grade. 

That’s why we’re relentless in our pursuit of better, faster, and smarter. As the first and only Human-Grade Raw Food for Dogs, Maev has been rooted in innovation since day one. We’re a brand built on the belief that “good” is never enough. That “normal” or “traditional” doesn’t always mean “optimal.” And that it’s better to live in possibility. For us, “impossible” is just a limiting belief. 

We’re obsessed with radically improving the lives of dogs and dog parents everywhere. 

With over 90 million dogs in the US, strong industry CAGR, an increased focus on nutrition, and traditional kibble losing market share due to lack of brand loyalty and poor quality, Maev is incredibly well-positioned to combine these strong industry tailwinds with a brand anchored in quality, transparency, and emotional connection. 

As of 2023, Maev is the #1 fastest growing, most disruptive brand in the hyper-competitive category of Pet — and the 38th fastest growing private company in America.

Our team is made up of thought leaders, risk-takers, tastemakers, disruptors, creatives, critical thinkers, and, occasionally, dog people. We attract top tier talent from the most successful, differentiated, fastest growing, and most innovative brands and organizations in the world. We win awards, we’re ambitious, and we’re on the map. We built this thing from scratch. (And we’re just getting started.) 

Join us.

Role

As a Customer Experience & Support Associate, you’ll be the voice of Maev—owning our phone support channel and playing a key role in delivering thoughtful, human-centered service. You’ll help create positive, memorable interactions that build trust and long-term customer relationships.

We’re looking for someone who’s passionate about supporting people, skilled at clear and empathetic communication, and energized by turning challenges into meaningful connections. You’ll resolve issues quickly and kindly, making every customer feel heard, valued, and cared for.

This role is ideal for someone with customer service experience, either in a similar brand environment or in hospitality, food service, or retail. They know what it means to stay calm under pressure, solve problems on the fly, and build instant rapport with customers. You don’t need a corporate background. What you do need is a natural gift for communication, empathy and making tough situations feel easy. 

The Customer Experience & Support Associate will report to the Customer Support Manager, Jamie Rosen. 

This position is based in Austin, TX. Candidates should have the ability to work a hybrid in-office work schedule at the Maev HQ.

Key Responsibilities

• Play a key role in reducing churn and increasing retention by delivering high-touch support during critical customer moments, particularly where failures or friction arise in the customer journey.
• Build strong relationships with customers by understanding their needs, preferences, and concerns—and proactively addressing them to enhance overall satisfaction and brand loyalty.
• Fully own the phone support channel—troubleshooting issues, resolving concerns with empathy and professionalism, and representing the Maev brand with clarity and care.
• Support asynchronous channels (e.g., email) as needed to ensure resolution of lower-priority contacts.
• Maintain accurate records of customer interactions, inquiries, and resolutions in our CRM to enable thoughtful follow-ups and trend tracking.
• Serve as the team lead for our offshore support team—resolving escalations, answering questions, and ensuring service consistency across all channels.
• Partner closely with the Customer Support Manager to identify resource gaps, surface training needs, and support improvements in documentation and training for the offshore team.
• Collaborate with the social team to support community management efforts across key platforms—helping respond to customer questions, manage sentiment, and represent the brand voice online.
• Monitor patterns in customer feedback, flag recurring issues, and advocate for improvements to products, processes, and services based on insights.

Qualifications & Experience

• Ability to work a hybrid in-office work schedule at Maev HQ in Austin, TX
• Bachelor's degree preferred and/or equivalent work experience
• 1+ years experience in a customer-facing role
• Experience working in customer service platforms (e.g., Gladly, Zendesk) is a plus
• Excellent communication skills, both verbal and written, with the ability to effectively convey information and resolve issues with composure and professionalism
• Strong problem-solving and analytical skills, with the ability to think critically and offer creative solutions
• Exceptional interpersonal skills, with the ability to build rapport and establish trust with customers and team members
• Highly skilled multitasking, time management, and prioritization
• Strong attention to detail and accuracy in documentation
• Ability to adapt to changing environments and work well in a team-oriented setting

About You

• You are analytical and a creative problem solver by nature.
• You embody ownership and execution at all levels.
• You are energized by difficult and ambiguous problem spaces.
• You take on obstacles with determination and excitement.
• You pride yourself on personally making an impact on a business’ trajectory.
• Your past employers and teammates will say, “[insert your name] will be the most impactful hire you ever make.”
• You can manage up and self identify
• Lastly, and most importantly, you are insatiably curious, kind and empathic. Your worldview is not insular, but expansive. You are ready to do something meaningful and impactful. And above all, you love to learn and get things done.