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Just Russel is a pet nutrition and wellness company seeking a Customer Support Specialist to be the primary voice for pet parents. You'll handle inquiries across phone, email, and chat, providing personalized nutrition advice, resolving order and account issues, and delivering exceptional service that turns customers into loyal advocates.
Key responsibilities include:
- Managing customer interactions across multiple channels with warmth and professionalism
- Providing expert guidance on pet nutrition, product selection, and account management
- Resolving customer issues with empathy and speed, turning frustrations into positive experiences
- Identifying trends and feedback to improve the overall customer experience
- Coaching pet parents on healthy habits and ensuring seamless onboarding
- Collaborating with the team to continuously enhance service quality
You bring 1-2 years of customer support experience, ideally in e-commerce, SaaS, or consumer brands. You're fluent in Dutch, French, or German, with excellent written and verbal communication skills. Experience with support platforms like Zendesk or Intercom is required. You're a natural problem-solver who thrives in fast-paced environments, genuinely cares about helping people, and can stay calm under pressure.
Nice-to-have qualifications include experience in pet care, health, or wellness industries, knowledge of personalized nutrition or subscription models, and owning a pet yourself.
The company offers competitive salary, health insurance via Alan, learning and development opportunities, team-building activities, employee discounts (Nike, bol.com, IKEA), pet discounts, home office allowance, and office perks. Just Russel emphasizes a high-performing culture with weekly coaching and visible impact on customers' lives.
