Dog-loving Customer Experience & Community Specialist

Customer Experience & Community Specialist

$70,000-80,000 p/a pro-rata inc. super. 4-day weeks Work remotely from anywhere in Australia if you wish, or use our Melbourne office. Dogs!

Are you a hard-working dog lover with a soft spot for helping their humans? You're just the kind of person we're looking for.

As the latest human to join our team, you'll be the voice of Scratch in two places: one-to-one with the customers who email and chat us, and one-to-many in the comments under our ads and social posts. Same job, really — be useful, be human, sound like us. You'll solve problems for subscribers, answer the questions people ask in public before they buy, spot the feedback that keeps coming up, and help make the whole experience of finding, questioning and purchasing our products easier.

The right candidate will be pretty fast. Not fast in a chaotic or sloppy way. But you know the type - just loves doing a great job and appreciates working with great humans who do the same in their areas.

Scratch is a small team aiming to become Australia's most trusted dog food brand. Instead of going through stores where there's tons of mark-ups and long waits in storage, we sell direct on subscription. This lets us know the dog & parent better, put more money into the food, and set an example for how much healthier & trustworthy pet food can be.

This approach has helped us win over 75k pet parents who trust us with their dog's nutrition.

Our brand is crafted for a world where dogs have their own Insta accounts and no longer sleep in the yard. We want to capture that passion and create products for those who truly care.

The role is ideal for a thoughtful and positive personality who is looking to do work that matters in a company with lots of opportunities. Rather than churn through tickets, we want you to take pride in the way a customer feels about their Scratch experience — whether they've written to us directly or just left a comment under an ad at 9pm.

The kind of things you might be working on

With customers, one-to-one:

• Speaking to potential and existing customers on live chat and email about their dogs and our products

• Adjusting customer accounts and gently teaching them how to use our website

• Talking with customers about how Scratch is going for them and their dogs

• Packing and sending samples

• Working with the team to make the website easier to use so they don't need to speak to you in the first place

In the comments, one-to-many:

• Replying to comments and questions on our ads across Instagram and Facebook primarily

• Replying to comments and DMs on our organic social posts

• Answering the "is this okay for a dog with a sensitive stomach?" and "why is it that price?" questions in public, where the next 500 people reading can see the answer

• Knowing when to reply publicly, when to move it to a DM or email, when to hide something, and when to bring it to the team

• Handling sceptics with a level head

• Flagging what the comments are telling us — the objections, the confusion, the recurring questions — back to the creative and product teams

Across both:

• Observing and noting feedback, and helping us act on it

You won't be doing it all alone of course (you have 7 colleagues in customer service, and you'll work closely with our creative team on anything public-facing), but you'll be integral in maintaining the Scratch brand and helping our goal of offering Australia’s most delightful customer experience.

What this role isn't

Community manager means different things at different companies.

This isn't a social media strategy job. You won't be building content calendars, making TikTok accounts, briefing creators, or working out which corners of the internet Scratch should be turning up in. We have people for that.

Your job is to be Scratch in the replies and it matters, because for a lot of people the comments under an ad are the first real conversation they ever have with us.

The right person will be

• A lot like a good dog (friendly, energetic, fun, smart & loyal).

• Efficient and not lazy.

• An excellent written communicator who can shift between a warm one-to-one email and a short, funny, public reply without losing the thread of who we are. (English, with a little emoji.)

• Exceptionally helpful, but happy to stand up for themselves and what is fair.

• Self-motivated, thriving with space and responsibility for results.

• Calm and not flustered by customer problems or misunderstandings — including the ones that happen in public, in front of an audience, from someone who has decided they don't like us.

• Good at judging what's a support issue, what's a brand moment, and what's best left alone.

• Full of empathy for the customer's point of view and situation.

• Comfortable speaking casually on social media and more formally on email.

• Happy to talk to customers on the phone too.

• A dog person (of course).

• Experienced in dog health/nutrition, eCommerce customer service, or social community management. Bonus points for more than one!

Comfort with Meta Business Suite (or similar comment moderation tools) is a plus, but we can teach that. We can't teach judgement or a good ear for tone.

Working at Scratch

This is a 4 day role (30.4 hours like most of the business — founders not included sorry Mike & Doug!), though we're open to 5 days if you prefer. Salary is $70,000-80,000 depending on experience (pro-rata). This isn't an urgent role where you will come in and be under the pump straight away. We grow the business sustainably, so you'll get started with thoughtful training and a mindful onboarding — including time to get properly across how we talk about our food before you're answering for us in public.

We treat our humans as well as our dogs — considering the planet, our people, our customers and their pets in everything that we do. We're proudly a B-Corp. Other perks include:

• 5 paid annual days to volunteer at animal shelters/rescues

• Free Scratch food for your dogs

• 3 paid Pawternity days if you bring home a puppy or rescue

• Time off if you have a sick pet (not just dog)

• Flexibility in work location (We have a Melbourne office but we're remote-first)

• Co-working budget (if you're outside of Melbourne) and home-office budget

• Industry-leading parental leave scheme for a small business (all parents are entitled to at least 8 weeks of fully paid leave)

The customer service team work primarily remotely so we can avoid peak hour, but the creative team typically work a few days together out of our Melbourne office which is always open to you (and is dog friendly of course).

We do come together company-wide every quarter and with a little notice, you can base yourself from pretty much anywhere when you want to mix it up, as long as great work gets done.

Requirements
Minimum 2 years experience in online customer service.
Minimum 1 years experience in social media comment moderation and response.
Australia-based only.
That's it :)

Ideal start date is late September/early October, with some flexibility if you really stand out.