Customer Success Agent

About Puppy Sphere Welcome to Puppy Sphere, a startup revolutionizing the wellness industry with our puppy therapy experiences in North America We’re on a mission to spread the gentle power of puppy therapy across North America. Through inclusive wellness experiences, we create moments so memorable they inspire our community to weave well-being into their daily lives. As North America's favourite new wellness experience for dog lovers, we've hosted over 250,000 customers and have partnered with industry leaders like the NBA, TikTok, and Google. Job Description This is a full-time, remote role located in Canada for the position of Customer Success Agent at Puppy Sphere. We're looking for an empathetic, detail-oriented, and solutions-driven team member who’s passionate about creating great customer experiences The Customer Success Agent will be responsible for managing customer communications, resolving inquiries, processing bookings and refunds, and ensuring every client interaction reflects Puppy Sphere’s high standard of care and warmth. This is an exciting opportunity for someone who thrives in a fast-paced environment, loves helping others, and takes pride in delivering thoughtful, high-quality service. This is a full-time, remote role located in Canada. Weekend work is required in this role. Key Responsibilities Respond to client and staff inquiries via email, DMs, and phone in a timely and brand-consistent manner. Manage tickets and communications through Gorgias and Shopify within defined service-level agreements. Support live events and classes (mainly EST), ensuring guest communication and issue resolution. Handle reschedules, promo code requests, and client follow-ups as needed. Monitor and update customer feedback, reviews, and survey data. Collaborate with cross-functional teams (including Operations and Marketing) on loyalty initiatives, client surveys, and guest communications, ensuring a seamless guest experience across all touch points. Support the Customer Success & Loyalty Manager with special projects and initiatives aimed at improving customer satisfaction, retention, and loyalty program engagement. Document processes, flag recurring issues, and propose solutions to improve the client experience. Maintain bilingual communication (English / French) for clients in Montréal and Quebec. Your Schedule Thursday to Monday (EST) Weekdays: support for weekday classes. Weekends: support for EST time zone and French-speaking studios. Tuesdays and Wednesdays off. About You You’re naturally empathetic, patient, and solution-oriented. You have exceptional written and verbal communication skills in English and French. You thrive in a fast-paced, service-driven environment and can manage multiple requests simultaneously. You’re proactive, detail-oriented, and take ownership of client satisfaction. You love working remotely and independently but also enjoy collaborating as part of a team. You’re confident making decisions independently when others aren’t available to support, using good judgment and a solutions-oriented mindset. Requirements 1-2 years of experience in Customer Service, Customer Success, or Client Support. Strong communication and multitasking skills. Experience with Gorgias and Shopify is a plus. Familiarity with Slack, Asana, and Google Workspace is a plus. Must be based in Canada and available to work EST hours (Thursday–Monday). Perks 🚀 Join a fast-growing startup with upward mobility. 🏡 Remote work flexibility around the world, aligned with business needs. 🏝️ Annual Team Retreat. 🧘 Unlimited complimentary puppy yoga classes for you, family and friends. 🎟️ Attend networking and unique invite-only events in your city and beyond. ✨ Opportunity to work with celebrity clients and industry giants. We’re so grateful for your interest in joining the team here at Puppy Sphere Due to the high number of applications we receive, we may not be able to personally reach out to everyone, but please know we truly appreciate the time and effort you’ve taken to apply ❤️ #J-18808-Ljbffr