About this role.
Ollie is hiring a remote Customer Experience Associate to support dog owners and prospective customers through email, phone, and order-management channels. The role is restricted to candidates living within roughly one hour of Salt Lake City, Utah, or Nashville, Tennessee, because quarterly in-person offsites are required. The associate will represent the brand, resolve customer issues, track feedback, and contribute to projects that improve the end-to-end Canine Care experience. Ideal candidates bring strong empathy, written and verbal communication, adaptability, problem-solving ability, and prior customer-facing experience. Benefits include health coverage, a 401(k) match, parental and paw-ternity leave, an Ollie subscription for one dog, and annual bonus potential.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Experience Associate role at Ollie because I value thoughtful, empathetic service and share your commitment to helping pets live healthier lives. My customer-facing experience has strengthened my ability to resolve questions clearly, build trust across phone and email channels, and document interactions accurately in fast-moving environments.
I would bring a proactive, solutions-oriented approach to supporting pet parents and improving the end-to-end customer experience. I am especially drawn to Ollie’s people- and pet-first culture and would welcome the opportunity to contribute to your Canine Care team.
Thank you for your consideration.
Sample interview questions
I would first listen without interrupting, acknowledge the customer’s concern and their pet’s needs, and review the account and order details. I would explain the available resolution clearly, take ownership of the next step, and document the interaction so the customer does not need to repeat their story.
I prioritize requests by urgency and customer impact, addressing time-sensitive issues such as delivery, billing, or pet wellness concerns first. I use a consistent workflow to track open cases, set follow-up reminders, and keep notes current across each channel.
I use a warm, clear, and concise tone while adapting to the customer’s level of knowledge. I confirm understanding, avoid jargon, provide actionable next steps, and make sure the customer feels heard rather than rushed.
I would identify recurring themes in customer contacts, validate the pattern with interaction data and examples, and share a practical recommendation with the appropriate team. After implementation, I would monitor whether contact volume, resolution time, or customer sentiment improves.
I would welcome the feedback, seek clarification on the expected behavior or metric, and create a specific improvement plan. I would practice the skill, track progress, and follow up with my manager to ensure the change is meaningful and sustained.
Responsibilities:
- Represent the Ollie brand voice to our current and prospective customers
- Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents
- Manage customer relationships across multiple channels, including emails, phones, our order management system, and more!
- Accurately track and monitor customer feedback and interactions
- Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience.
- Help to develop agents not only in their KPIs and role but their career development.
- Develop and lead projects and initiatives that improve the Ollie experience in Canine Care and beyond!
About You:
- Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
- Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents’ many questions.
- Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules.
- Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
- Fun. You don’t mind occasional sloppy dog kisses and love sharing memes.
Other Experience:
- Bachelor’s Degree from an accredited four-year college or university.
- Previous experience in customer-centric roles (retail, food service, etc.)
- Experience with pets or health-foods preferred
- Experience with Gladly or a similar platform a plus
- Interest in working in a pet-friendly, fast-moving environment
Benefits
- Competitive hourly salary and an annual bonus potential
- Sponsored 401k program with employer match up to 4%
- Comprehensive health coverage including medical, dental and vision
- Paid parental leave
- 1-week paw-ternity leave for new dog parents
- Ollie subscription for one dog
- Inspiring pack members!
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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