*Client Care Specialist (Dog Lovers, Neutral Accent, Not a Call Center, 9-5 ET)

Are you a dog lover? If yes, this might be the job for you. You'll be working with US customers whose dogs take our herbal supplements, and helping those customers feel cared for, every single message and every single call.

This is a long-term role. If you're great, we want you with us for years, not months. We're hiring carefully because we want to grow with the right person.

One thing before you read any further: the schedule. This job runs 9:00am to 5:00pm US Eastern Time, Monday to Friday. In the Philippines, that's 9:00pm to 5:00am. You'd be working through the night, every weeknight, for as long as you're with us. Night work fits some lives and not others, so be honest with yourself before you apply. And when you do apply, include one line in your email confirming you understand this is overnight work.

Customer service experience is a plus, not a requirement. We'd rather hire a kind, hungry learner with zero call experience than an experienced agent who runs a script. If your English is clear and neutral and you truly love helping people and dogs, we'll teach you the rest.

We're a small pet supplement company. Our customers are devoted dog parents. Their dogs are all ages, some healthy, some dealing with health issues, and they reach out to us by email, text, and phone for help. We have a strong in-house knowledge base, and we'll train you on it thoroughly before you ever speak with a customer.

This is not a call center job

If your training is to apologize warmly and move on to the next call, this role will frustrate you. We never measure call times. We measure whether the customer got real help. Being sweet on the phone is the baseline here. The job is getting the customer a real answer.

We're a small, personable business where each customer gets dedicated, white-glove care. You'll have time to actually listen, and to remember a customer's dog's name from her last call. Every email and every call gets treated like it matters.

Before you take calls alone, we'll train you for weeks on our products and our head herbalist's teaching, and you'll pass a product knowledge check in your first 30 days. When a dog mom asks how other customers get a picky senior dog to take her herbs, we expect an answer from that training. When you don't know, the answer is "I'll find out and call you back today." Then you find out, and you call back. Part of the job is knowing the line: ordering and product questions you handle yourself, deeper health questions get booked into a consult with our herbalist.

You won't be thrown to the wolves. While you're learning, you can pass any hard call to our head herbalist, then listen to the recording afterward to hear how she handled it. We train this deeply because we want you here for years.

What you'll do

- Read and reply to customer service emails
- Reply to customer text messages
- Help customers place orders, track shipments, and resolve order issues
- Set up appointments with our head herbalist for customers who want a deeper conversation about their dog
- Study our knowledge base and keep learning. The more you know, the more you can help.
- Answer phone calls when they come in. Some days are busier than others, but whenever the phone rings, that's your first priority.

Who you are

- Your English is clear with a neutral accent. Have past US customers ever been surprised to find out you weren't based in the US? If yes, please tell us about it in your application. Most of our customers are older American women (ages 40-65). They need to understand you the first time, every time.
- Warm and patient on the phone. You sound like someone who could comfort a worried grandma.
- A genuine dog lover. You'll be talking about dogs all day, every day: their names, their ages, their conditions, their quirks.
- Hungry to learn. We'll hand you real training on herbal pet care, and we want someone who actually wants that knowledge and will use it to help people.
- Kind during hard conversations. Sometimes a customer will tell you her dog was just diagnosed with something serious, or has just passed away. We don't expect you to have medical answers. We want you to be kind, slow down, listen, and let her know you understand.
- Reliable. You show up on time, you follow up, you finish what you start, you don't drop the ball.
- Comfortable with technology. You don't need to know our specific tools. We'll train you on those. If you already know any customer service, e-commerce, or admin tools, list them in your application.

Requirements

- Customer service experience helps but is optional. Clear, neutral English is required.
- Reliable home internet with at least 25 Mbps download, 10 Mbps upload, and ping under 50ms, on a wired Ethernet connection (not WiFi alone).
- A quiet home office. No background noise on calls: no roosters, no traffic, no kids, no neighbors. Backup power or a hotspot in case of outages is a strong plus.
- Quality USB headset with a noise-cancelling microphone
- Modern computer (Windows or Mac, less than 5 years old)
- Available 9:00am to 5:00pm US Eastern Time, Monday to Friday. That's 9:00pm to 5:00am Philippines time. Please only apply if you can genuinely commit to that overnight schedule, long-term.
- ID Proof verified on your OnlineJobs.ph profile. We only review applications from ID-verified accounts.

Nice to have

- You've worked for a small US-based e-commerce brand answering US customers, and those customers never realized you weren't based in the US. This is the experience we value most.
- WooCommerce experience is a big bonus. Our store runs on it, and you'd be helping customers with their orders and refunds in it. No technical or backend work, and we'll train you on it either way. If you've used WooCommerce in any past job, say so in your application.
- Familiarity with any customer service or e-commerce tools (Richpanel, helpdesks, e-comm platforms, email tools). List anything you've used.
- Other work skills that could help a small company: bookkeeping, admin, writing, social media, scheduling, anything you do well.

Schedule and pay

- Full-time, 40 hours per week
- Paid twice monthly
- Long-term role. We're hiring carefully because we want to grow with the right person.

How to apply (please read carefully, incomplete applications will not be reviewed)

In your email, please include all 5 items below. We sort applications by who followed every instruction, not by who applied first.

1. At the very top of your email, write the word "Buddy" in bold. (This is so we know you read all the way to the end of this post.)

2. Record a 1 to 3 minute video covering the four prompts below, and get it to us any way you want: attach the file, paste a YouTube unlisted link, Google Drive, Dropbox, WeTransfer, anything that works.

3. Attach a screenshot of a current speedtest.net result showing your download speed, upload speed, and ping. In the email, also tell us what internet plan you have at home and whether you're on a wired Ethernet connection or WiFi.

4. List any customer service, e-commerce, admin, or office software you have used (for example: WooCommerce, Richpanel, Gorgias, Zendesk, Help Scout, Shopify, Klaviyo, QuickBooks, Google Workspace, anything you actually know). If you've never used any, write "none yet." That's an acceptable answer.

5. List one or more previous employers, teachers, clients, or anyone you've worked for who can speak to your work and character. Customer service references are best if you have them. One is fine if that's all you have.

Video prompts (1 to 3 minutes total, single take, no editing)

Cover all four, in any order. No script. Just talk to us like you'd talk to a customer.

1. Introduce yourself. Your first name, where you live in the Philippines, and one thing about you that's not on your resume.

2. Tell us about any experience helping people. Customer service if you have it, but teaching, retail, nursing, caring for family, anything where someone needed you and you showed up. If you can, tell us about one specific person you helped and what you did for them.

3. Tell us about a dog you've loved. Yours, a family dog, a neighbor's dog, any dog that mattered to you. What was their name, and what do you remember about them?

4. What else can you do? Customer service is the main job, but extra skills are gold to a small team like ours. Bookkeeping, admin, writing, social media, scheduling, anything you do well. If helping customers is your only area, just say so. That's a fine answer.

Tips:

- Record in a quiet room. Audio clarity matters more than video quality.
- Use your phone or webcam. We want to hear the real you.
- 1 minute minimum, 3 minutes maximum.

If your application is missing any of items 1 to 5, we will not review it. We're being strict because we're hiring carefully, and because the right person deserves a fair, fast review.

After we watch your video and read your application, we'll reach out if we like you. At that point we'll ask you to obtain an NBI Clearance, and we'll reimburse the fee.