Customer Care Specialist

Lyka

Making puppers healthy from the inside out

Our capes are on to reshape pet wellness, an industry built around outdated and shady products and practices.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.

Our capes are on to reshape an industry built around a highly processed and unnatural diet. In a world where kibble is designed to sit on a shelf for months, nutrition comes second. Lyka is flipping the status quo and putting nutrition first.

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

• 💬 Customer Advocacy and Feedback
  

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 🤝 Relationship Building
  

  Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

• 💬 Customer Query Handling
  

  Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams

• 👥 Collaboration
  

  Works with others by being open, clear in communication and listening to achieve goals

• 🛎 Service orientation
  

  Actively seeks and develops strategies to help key stakeholders

• 💡 Problem solving
  

  Identifies problems and develops logical solutions that address the problems

Lyka is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.