Customer Success Agent

2 weeks ago

Remote, Canada Puppy Sphere Full time

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 part-time, remote role located in Canada for the position of Customer Success Agent at Puppy Sphere. We're looking for a proactive and friendly team member who loves helping people and enjoys being part of a mission-driven company The Customer Success Agent will be responsible for managing customer inquiries, assisting with bookings and account support, troubleshooting issues, and ensuring every client has an exceptional experience with Puppy Sphere. This is an exciting opportunity for someone who thrives in a fast-paced environment, loves connecting with people and pups alike, and is highly organized and detail-oriented.

This is a part-time, remote role located in Canada. Weekend work is required in this role.

Key Responsibilities

  • Provide real-time support during weekend classes (primarily PST time zone).
  • Respond promptly to customer inquiries through Gorgias, Shopify, email, and social media DMs.
  • Collaborate with local studio teams to manage reschedules, cancellations, or last-minute updates.
  • Handle inbox cleanup, tag and categorize client messages, and update FAQs or canned replies.
  • Review and flag client feedback, comments, or reviews to the CS Manager.
  • Assist in community management (social media comments, surveys, feedback tracking).
  • Participate in internal projects supporting the Customer Success and Operations teams.

Your Schedule

  • Saturday & Sunday
  • Standard Daily Hours: 4:30pm-9pm EST (8-10 hours per week).
  • Coverage during class times and open availability for client communication.
  • Between-class time used for internal CS tasks (template updates, feedback review, inbox management).

About You

  • You're organized, reliable, and love helping people.
  • You stay calm under pressure and find joy in creating smooth, positive customer experiences.
  • You're comfortable juggling live client communication and administrative tasks.
  • You're confident making decisions independently when others aren't available to support, using good judgment and a solutions-oriented mindset.

Requirements

  • 1+ year of customer service experience (hospitality, wellness, or retail preferred).
  • Strong written and verbal communication in English.
  • Experience with Gorgias and Shopify required.
  • Comfortable working weekends and flexible with time zones.
  • Must be based in Canada.

Perks:

Join a fast-growing startup with upward mobility.

Unlimited 35% discount on puppy yoga classes for you, family and friends.

Opportunity to work with celebrity clients and industry giants (NBA, TikTok, and Google)

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

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