About the job
The Company
Fuzzy is a health and wellness pet company building for the pet parent. We’re changing the way pet parents think about caring for their pets, looking to empower the pet parent by putting caring for our pets on autopilot. At Fuzzy, we work every day to make veterinary care more accessible. Of the 200 million dogs and cats in the US, more than 100 million receive no veterinary care.
Through technology we’re creating a different type of relationship between vets and pet parents - one that is personal, empowering, and for the long haul.
The Role
We need an up and coming or established superstar to help us scale. You have DTC, Startup, and Zendesk experience (2 of 3 strongly preferred) and are an operations, integrations, and interoperability wizard. You don’t need to code, but you do need to solve puzzles and understand dependencies and complexities with your eyes closed. You move fast, decisively, take responsibility and create magic. Let’s be clear, this role absolutely requires strong strategic thinking, but there are no conductors at Fuzzy, we are all in the trenches doing the hard work that startups require to be successful. As we scale, so will your staff, but the milestones are yours and you’ll be responsible for both execution and strategy.
Outlined below is what we will accomplish together in the next 3 months. This opportunity will be an exclamation point on your resume. We are doing it all, with countless integrations in the Zendesk Sunshine platform, a team of stellar engineers, and veterinary leadership that is blowing the doors off of customer and industry expectations. Marketing is delivering the customers and we need to nail each and every interaction with hyper-personalization and frictionless experiences.
You will be partnering with, building, and integrating…
• Reactive and proactive chatbot for customer Intake, concierge sales, and deflection
• Innovative Shopify integrations within our customer success team
• Category-defining offerings in pet healthcare, insurance, nutrition, and medication
• Sales tracking including incentives, ROI in nurture programs, and voice of the customer
What You'll Do:
The Director, Customer Success Operations will work directly for the Head of Customer Experience in support of the Customer Success and Digital Health Teams. The ideal candidate understands how to set up workflows, dashboards, macros, etc. and has experience leading integrations with other systems. You’ll be a catalyst for exponential value for our teams, our customers, and our company. You’ll roll up your sleeves and be the acting admin for Zendesk and Calendly, and become an SME in Shopify, OrderGroove, ShipBob and our internal medical records DB. When we think about creating new or optimizing existing utilities, software, workflows, integrations, etc. we will look to you for guidance, best practices, and data-driven leadership.
• Develop workflows / macros / automations to streamline team operations
• Refine reporting for Customer Service, Success, and Experience teams
• Present at our Weekly Business Review and Company All-Hands
• Gather business requirements and drive enhancements to the CRM
What We're Looking For:
• 2-5 years experience in Zendesk AdministrationStart-up experience
• DTC experienceUndergraduate degree (BA/BS)
• A self-starter, driven to succeed, and energized by a fast-paced environment
• Strategic thinker with operational and analytical problem-solving background
• Thrive, not survive, on change, ambiguity, and the frenzy of start-up culture
You’ll get…
• Competitive Salary
• Equity shares in Fuzzy
• 401K, Medical, Dental, Vision, Unlimited PTO
• Remote Work, Always (with regular team and company off-sites in cool places)
We know that great work comes from great, and inclusive teams. At Fuzzy, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Fuzzyr's and individuals.
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, veteran status, and any other status. Fuzzy is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know.
