Customer support hero

Job description

Help pet parents give their pets the best care. Every. Single. Day. At Just Russel, we believe pets are family, and family deserves exceptional support. As our Customer Support Hero, you're the voice of our brand: warm, expert, and always ready to help. You'll guide pet parents through their questions, celebrate their wins, and turn every interaction into a feel-good moment. What you'll do: Be the first friendly voice for pet parents reaching out via phone, email, and chat Help customers with personalized nutrition advice, orders, account questions, and product info Turn frustrated moments into loyal fans by solving problems with empathy and speed Collaborate with our team to spot trends, share feedback, and continuously improve the customer experience Coach pet parents on healthy habits and make their journey with Just Russel seamless Who we're looking for: You're a natural helper with a can-do attitude. You genuinely care about people (and their pets!), and you thrive on turning challenging situations into positive experiences. You communicate clearly and warmly, stay calm under pressure, and always look for ways to improve. You're a team player who values feedback, celebrates wins together, and believes that collaboration beats working in silos. You bring empathy and energy to every conversation, whether it's helping a worried pet parent choose the right food or solving a tricky delivery issue. You're not afraid to ask questions, share ideas, or take ownership of problems until they're solved. Most importantly, you understand that every interaction is a chance to make someone's day — and their pet's life — a little bit better. What you bring: 1-2 years of customer support experience (preferably in e-commerce, SaaS, or consumer brands) Fluent in Dutch, French or German is a strong plus. Excellent written and verbal communication skills, you know how to stay warm and professional Experience with customer support tools like Zendesk, Intercom, or similar platforms Strong problem-solving skills and the ability to think on your feet A genuine passion for helping people and making their day better Comfortable working in a fast-paced, high-performance environment Nice to have: Experience in the pet care, health, or wellness industry Knowledge of personalized nutrition or subscription-based business models A pet of your own (you get it!) What we offer: A competitive salary package, aligned with your experience and level of responsibility Health insurance via Alan Learning and development opportunities to support your personal and professional growth Fun team-building, social and sports activities throughout the year Access to Benefits at Work, with discounts on brands such as Nike, and IKEA Employee discount for your pet, because they're part of the family too Home office allowance Fresh fruit and energising drinks at the office Why Just Russel? We're a high-performing sports team with heart. You'll work with passionate people, get weekly coaching, and see the real impact of your work on pets and their families. Plus, office dogs are very much welcome. Just Russel is an equal opportunity employer. We welcome applications from everyone, regardless of age, gender, gender identity, sexual orientation, national or ethnic origin, disability, religion or belief, or family status. Hiring decisions are based solely on competencies, experience and fit with the role. If you need any adjustments during the application process, let us know and we'll accommodate where we can.