Customer Experience Specialist

About Us 

At Open Farm we are transforming the way people feed their pets, with a focus on producing premium, healthy food and treats, all ethically sourced from farm-to-bowl. Headquartered in Toronto and with team members across the US, Open Farm is one of the fastest growing CPG companies in North America. We believe that the best foods are made with consciously sourced, top-quality ingredients from farmers and fisheries who believe in doing good for all animals and the environment.  

Before you  embark on this journey with us, learn more about the opportunity: 

Our pet parents are important to us, and we are looking for a fellow pet lover who is passionate about customer service to join our team! We value individuals who can see things from the pet parent's perspective and are willing to go the extra mile to ensure that all pet parents feel valued and appreciated. As a Customer Experience Specialist, you will be our pet parents' first point of contact, ensuring they receive exceptional service and support. You will handle inquiries, resolve issues, and provide product guidance across all communication mediums—live chat, phone, and email—while working with cross-functional teams to create a seamless customer experience. This role requires strong communication skills, problem-solving abilities, and a passion for pet nutrition and delivering top-tier services.   

In this role you will: 

• Acquire in-depth knowledge of our product offerings to create tailored recommendations for dogs and cats, addressing their unique needs and health concerns.  
• Provide comprehensive guidance on feeding and nutrition to pet parents, including personalized meal plans and transition strategies, to ensure the successful use of our products. Use language that demonstrates expertise in pet nutrition.  
• Educate customers about our products, policies, and services to enhance their overall experience.  
• Respond to customer inquiries through email, phone, and chat in a prompt and professional manner. This includes helping customers locate stores in their area, answering nutrition questions, assisting with product inquiries, and processing returns and exchanges, among other things. 
• Resolve customer issues while ensuring clear and empathetic communication and conveying key messages in accordance with Open Farm guidelines.  
• Address complex and sensitive escalations with a solutions-focused approach by investigating issues, identifying root causes, and determining resolutions that ensure best-in-class service while meeting all regulatory and quality requirements. 
• Maintain detailed records of customer interactions and feedback. 
• Identify trends in customer pain points and translate their needs into practical solutions and innovative ideas for improvement. Assist in implementing controls to address root causes. 
• Collaborate with internal teams (sales, operations, and product teams) to  
  enhance customer experience.  
• All other duties, as assigned 

We’re genuinely excited about you because you have: 

• 2+ years of experience in customer service, support, or a related role 
• Experience in the pet industry, particularly in pet food or veterinary services, or a degree in nutrition, animal science, or veterinary science is considered an asset. 
• Post-secondary degree or equivalent 
• Strong verbal and written communication skills 
• Positive, solution-oriented attitude, with a strong work ethic and ability to adapt to changing priorities  
• Empathy and a customer-first mindset.  
• Problem-solving and de-escalation skills with a proactive approach to resolving issues.  
• Experience with Shopify (or other e-commerce CMS) and Kustomer or other CRM Ticketing systems is an asset  
• Obsessed with pets and pet nutrition, and are happy working in a dog-friendly office  
• Ability to work evenings and weekends

What we offer you - it's the perfect package:   

• An opportunity to grow, develop, and thrive within a mission-driven, dynamic, and fast-growing company, alongside thoughtful and passionate individuals dedicated to their work and community  
• Comprehensive healthcare coverage and RRSP plans with company match 
• Great office culture (with lots of adorable pets!) where your pet interrupting video calls or in-person meeting is the norm 
• Discounted food, apparel and insurance for your furry family members 
• In addition to your PTO, we offer company-wide wellness days and personal days to support your wellbeing 
• Volunteer days to give back to our community 

Hybrid Work 

At Open Farm, we believe in the power of collaboration, meaningful connections, and enjoying our work together—fury friends included! That’s why we’ve adopted a structured hybrid approach that allows you the benefit of a reduced commute while still building strong workplace relationships. Currently, all employees are expected to be in the office two days per week at minimum, with Tuesday and Thursday as our anchor days. In addition to this, each month our Leadership team dedicates three consecutive days onsite to continue to foster alignment and connection across the team. During this time we expect everyone to join us in person to do the same. Please note: our hybrid approach may evolve over time as we adapt to the needs of our team and business.  

Our Values 

We Raise the Bar | We Open the Barn Doors | We Graze Lightly | We Are Customer Obsessed | We Are One Team  

To learn more about Open Farm, follow us on Instagram and LinkedIn. 

Open Farm values diversity in its workforce and encourages applications from all qualified individuals. Applicants requiring a disability-related accommodation at any stage of Open Farm's recruitment process should contact hr@openfarmpet.com. As required by legislation, Open Farm will consult with applications requesting such an accommodation to ensure that Open Farm's recruitment process takes into account their accessibility needs.