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Customer Care Specialist

June 23, 2026

Koala Health is on a mission to simplify pet healthcare and create joyful experiences for pet owners and veterinarians alike. We’re a fast-growing veterinary pharmacy that delivers medications and health products directly to pet parents, beautifully packaged and right on time. We’re looking for passionate, customer-focused individuals to join our team! As a Customer Experience Associate, you’ll be the friendly voice and helpful hand behind every customer interaction. You’ll assist with order updates, manage questions across multiple channels (like chat, email, and phone), and help escalate feedback so we can continue improving. We believe every interaction is a chance to delight, and we’re looking for people who are calm under pressure, proactive problem-solvers, and genuinely care about delivering a great experience, even when customers are frustrated. Pay for this role is $18/hourly. This is a great opportunity to be part of a mission-driven team that’s reimagining what pharmacy care looks like for pets, and the humans who love them. Applicants must reside in the United States and be authorized to work without employer sponsorship. What You Will Do:<ul> <li>Assist customers over the phone and email with product and service questions.</li> <li>Manage both inbound and outbound calls and emails</li> <li>Proactively identify solutions to questions you anticipate our pet owners have in each interaction</li> <li>Take a hands-on approach to resolving every issue, owning it from start to finish</li> <li>Provide a best-in-class service experience for our customers while working in a fast-paced environment</li> <li>Provide our customers with technical support when navigating our website</li> <li>Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience</li> </ul> What You Need:<ul> <li>High school diploma or equivalent</li> <li>Minimum 2+ years of customer service experience </li> <li>At least 1+ years of experience in the vet or healthcare space required</li> <li>6+ months of professional experience working with computer and web based toolz</li> <li>Ability to work 9:30am - 6pm ET, Monday - Friday</li> <li>Comfortable with virtual environments, including phone contact with customers for the duration of your shift</li> <li>Excellent communication skills (spoken and written)</li> </ul> <div> </div> Virtual Requirements:<ul> <li>Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed</li> <li>Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours</li> </ul> Preferred / Nice To Have:<ul> <li>2+ year of relevant phone or email customer service experience</li> <li>Experience working virtually</li> <li>Experience working in Veterinary/Pet care</li> <li>Demonstrated ability to work as a team member</li> <li>Animal lover - Not required, but definitely a plus</li> </ul> Why You'll Love Koala Health<ul> <li>Meaningful mission helping modernize pet health</li> <li>Remote-first culture built on flexibility and trust</li> <li>Competitive base salary with performance-based incentives</li> <li>Medical, dental, and vision insurance with partial dependent coverage</li> <li>Generous PTO and a 401(k) plan</li> <li>Supportive, close-knit team that celebrates wins and learns fast</li> </ul> <div>$18 - $18 an hour</div><div>Competitive hourly starting at $18/hour</div> Koala Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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