Customer Service & Admin Representative - Sniff & Bark

About Sniff & Bark: ????
Founded in 2020, Sniff & Bark creates joyful, safety-first dog accessories for dog parents who care deeply about style and comfort. Everything we make is designed to spread smiles — for pups and their humans.

The Role:
We’re looking for a Customer Service Representative who genuinely loves helping people (and dogs ????). You’ll be the friendly voice of Sniff & Bark — supporting customers, solving problems, and building meaningful connections across email and social media.

What You’ll Do:
???? Respond to customer inquiries via Zendesk and social media with care, clarity, and empathy
???? Keep our warm, playful brand voice consistent across all communication
???? Engage with our community on Instagram & Facebook (comments + DMs)
???? Resolve issues thoughtfully and escalate when needed
???? Support light admin tasks related to the website and social platforms
???? Create positive, memorable customer experiences

What We’re Looking For:
???? Experience in customer service (e-commerce a plus)
???? Strong written communication and great attention to detail
???? Comfortable juggling multiple tasks in a fast-paced environment
???? Familiarity with Zendesk and social platforms is a bonus
???? A love for dogs and our mission is a big plus ????

What We Offer:
???? Dog-friendly, supportive culture that truly cares
???? Room to grow — including long-term opportunities and potential equity
???? Hands-on exposure to business, marketing, and operations
???? A meaningful role where your work directly shapes the brand

How to Apply:
We’re looking for a long-term partner to grow Sniff & Bark with — someone highly capable, deeply caring, and excited to build a career with us. This role comes with real responsibility and real opportunity, which is why we’ve created a selective application process designed to identify people who are aligned, thoughtful, and committed for the long term.

Step 1: Research & Attention to Detail (Required)
Reply to this job post or email with the exact subject line format below:
Subject:
My favorite best-seller design is — [insert one real Sniff & Bark best-seller design name]

Step 2: Brand Voice & Writing
In the body of your email, please include
1. Why Sniff & Bark?
(2–4 sentences — what draws you to our brand and this role?)

2. Customer Reply -
Write a reply to this customer message, using Sniff & Bark’s warm, caring tone:
“Hi! I just received my order and the collar is beautiful, but it feels a bit tighter than expected. I’m worried it might be uncomfortable for my dog. What should I do?”

Step 3: Judgment, Prioritization & Problem-Solving
Please answer briefly (bullet points are great):
A. Public Feedback Scenario
A customer leaves this public Instagram comment:
“I’ve been waiting longer than expected and no one is answering me.”
What would you reply publicly?
What steps would you take privately after responding?

B. Multiple Requests at Once
You start your shift and see:
12 new Zendesk tickets
3 Instagram DMs marked “urgent”
1 email from a customer asking for a refund after missing a gift date
How would you prioritize these, and why?

C. Policy vs. Empathy
A customer requests a refund that falls outside our policy, but their message is kind and emotionally understandable.
How would you respond?
What factors would you consider before d ---------- next steps?

Step 4: Ownership & Escalation
Answer briefly:
How do you d ---------- when to handle an issue yourself vs. escalate it to a manager or another team?
What information do you think is important to include when escalating an issue?

Step 5: Short Intro Video (2–3 minutes max)
Please record a short video (your phone is perfect) and include a link.
In your video, tell us:
Who you are and where you’re based
Your experience in customer service or people-facing roles
Why you believe you’d be a great fit for this specific role at Sniff & Bark
We’re not looking for perfection — we’re looking for clarity, warmth, and genuine care.