Customer Experience (CX) Associate (AEQ)

Title: Customer Experience (CX) Associate (AEQ) Location: US Remote Shift: Monday - Friday, 9:00am - 5:30pm ET Compensation: $18.00/hour + bonus + benefits About PetLabCo. PetLabCo. is a fast-growing pet supplement business where our vision is to be the world's most trusted pet health partner . Launching in 2018, we have built a loyal community of loving pet parents and over 1.5 million happy pets whose lives have been positively impacted by our innovative products. We value people who take ownership, move with urgency, and deliver results. This is a strong fit for an ambitious, hardworking animal lover who enjoys solving problems and contributing in a fast-moving, customer-driven team where people are supported in doing thoughtful work that prevents repeat customer issues. About the role... PetLabCo. is looking for a skilled Customer Experience (CX) Associate to join our growing team and help customers solve real problems—quickly, clearly, and confidently. In this role, you’ll be the voice of a trusted brand that helps pets feel better at every stage of life. You’ll work directly with customers across phone, email, chat, and text, taking ownership of issues and guiding customers to the right outcome. This role often involves helping concerned pet parents navigate product quality issues or unexpected responses their pets may experience, balancing empathy with clear guidance and practical solutions. This position reports to a CX Team Lead and is a full-time, hourly position. 90% of your time will be dedicated to frontline work across multiple channels -- Diagnosing problems, explaining next steps, and helping customers move forward with confidence. 10% of your time will be team projects (as needed), continuous improvement, and goal-setting. There are weekly check-ins with your team lead focused on performance, learning, and growth. Requirements 1-3 years relevant work experience. Strong problem-solving skills and the ability to make thoughtful decisions in real time.