Nutrition & Quality Specialist

Accountabilities:: Customer Education and Technical Support: Act as the primary technical resource for escalated customer inquiries relating to canine nutrition, ingredients, food quality, and product safety. Respond to complex questions through email, chat, and phone in collaboration with the Customer Care team. Nutritional Guidance: Explain nutritional concepts, ingredient functionality, feeding recommendations, and dietary transitions in a clear, accessible, and scientifically accurate manner. Help customers understand food sensitivities, digestive concerns, and nutritional requirements at different life stages, while recognizing situations that require veterinary consultation. Product Quality and Safety Investigations: Investigate customer concerns involving product appearance, consistency, packaging, quality, and food safety. Gather relevant information, identify potential issues, and coordinate with the Food Quality & Safety and R&D teams to provide appropriate responses. Issue Documentation and Escalation: Identify, document, and escalate potential product defects, adverse events, and food safety concerns in accordance with established procedures. Maintain accurate records of customer inquiries, investigations, actions taken, and resolutions. Customer Feedback and Trend Analysis: Monitor recurring customer questions, complaints, and product concerns to identify patterns and potential improvement opportunities. Share relevant insights with internal teams to support product development, quality improvements, and better customer education. Cross-Functional Collaboration: Work closely with Customer Care, Food Quality & Safety, R&D, and Veterinary teams to ensure consistent, reliable, and science-backed communication across all customer interactions. Internal Training and Educational Resources: Support the development and maintenance of FAQs, educational materials, product information, and internal training resources covering canine nutrition, ingredients, and food safety. Customer Experience and Performance: Maintain high standards of responsiveness, accuracy, and empathy. Aim to respond to at least 95% of assigned customer inquiries within one business day while maintaining a customer response quality assurance score of 95% or higher. Process Improvement: Establish effective documentation, tracking, and escalation practices, independently manage at least 90% of assigned technical inquiries within the first three months, and provide regular insights to relevant teams to improve internal processes and product quality. Additional Collaboration: Participate in onboarding, ongoing learning, and team initiatives that support product knowledge, operational excellence, and the overall customer experience. Requirements: At least 2 years of professional experience as a Veterinary Technician or Veterinary Assistant in a clinical setting. Registered Veterinary Technician (RVT), Licensed Veterinary Technician (LVT), or Certified Veterinary Technician (CVT) certification is strongly preferred. Solid foundational knowledge of canine nutrition, digestion, dietary requirements, and common food-related health concerns. Ability to understand and communicate nutritional and veterinary concepts, ingredient functions, and food safety information accurately and clearly to non-technical audiences. Excellent written and verbal communication skills, with the ability to provide empathetic, approachable, and informative responses to customers. Strong customer service orientation, with genuine interest in supporting dog owners and helping them make informed nutritional decisions. Ability to handle sensitive or complex customer inquiries with patience, professionalism, and sound judgment, including recognizing when veterinary advice or further investigation is necessary. Excellent attention to detail and documentation skills, with the ability to identify inconsistencies, investigate reported concerns, and escalate potential quality or safety issues appropriately. Strong analytical and problem-solving abilities, including the capacity to gather relevant information, investigate issues, recognize trends, and collaborate on effective solutions. Highly organized, proactive, and resourceful, with the ability to manage multiple responsibilities independently in a fully remote environment. Comfortable using customer support platforms such as Zendesk, documentation systems, and digital communication and collaboration tools. Ability to collaborate effectively across multidisciplinary teams and contribute to continuous learning and process improvement. Preferred Qualifications: Previous experience in the pet food, animal nutrition, or animal health industry. Familiarity with AAFCO (Association of American Feed Control Officials) nutritional standards and pet food labeling requirements. Experience managing customer-facing technical inquiries, product quality investigations, or food safety concerns. Additional education, certifications, or specialized training in canine nutrition. Experience developing customer education materials, FAQs, or internal training resources. Benefits: Unlimited Paid Time Off (PTO): Flexibility to take the time needed to rest and recharge. Equity Program: Opportunity to participate in company ownership and share in its growth. 401(k) Retirement Plan: Employer matching contributions to support long-term financial planning. Work-from-Home Stipend: Annual allowance to help create a comfortable and productive remote workspace. Comprehensive Healthcare: Medical, dental, and vision insurance plans, with 80% of premiums covered by the employer. Pet Food Subscription: Complimentary food subscription for your dog. Parental Leave: Paid leave to support employees and their growing families. PAWrental Leave: Additional support for employees welcoming a new pet into their homes. Discounted Pet Insurance: Access to reduced-cost pet insurance to help care for your furry companions. Fully Remote Work: Flexibility to work remotely from anywhere in the United States. Team Gatherings: Opportunities to connect with colleagues through quarterly in-person company gatherings. Supportive Team Culture: Work in an environment that values psychological safety, honest communication, continuous learning, collaboration, and shared ownership. Professional Growth: Opportunity to expand your veterinary and nutritional expertise while contributing to product innovation and quality initiatives.