Lyka

Customer Support

• Be the first point of contact for our customers (we use livechat, phones and emails as our primary Customer Care channels).
• Resolve customer issues around their account, orders and deliveries and advise customers on a variety of dog nutrition and wellness questions.
• Work with Lyka’s operations team to ensure all customer order and delivery requests are executed.
• Assist in developing and improving Lyka’s Customer Care knowledge base content.
• Foster a growth-oriented, positive and high-performance culture that motivates employees and is aligned to the company's mission.
• Live and work in accordance with Lyka’s values and principles at the workplace.

Customer Care Specialist

Account Manager

• Identify, prospect and secure high-quality Behaviourists/Dog Trainers and other pet professionals across Australia.
• Own the full acquisition cycle from research and outreach through to discovery, education, pitch and close, while continuously refining what high-quality partner fit looks like as the channel grows.
• Build and manage a strong pipeline in HubSpot with excellent hygiene, forecasting and prioritisation based on strategic value, commercial impact and alignment to Lyka’s mission.
• Consistently meet or exceed monthly and quarterly onboarding and referral acquisition targets.
• Develop and refine the go-to-market strategy for this new sub-channel, including value proposition, messaging and outreach tactics, campaign concepts and foundational sales playbooks.
• Lead seamless partner onboarding - educating and enabling new partners, ensuring they are set up for long-term success, and delivering a smooth handover to Account Managers.
• Analyse funnel performance and partner behaviours to optimise targeting, messaging and conversion.
• Report actionable insights that help shape product, marketing, GTM motions and broader program improvements.
• Collaborate with Strategy, Sales Ops, Marketing & R&D on GTM co-marketing, enablement resources and channel-wide initiatives.

Customer Care Specialist

Customer Care Specialist

Partnerships Manager – New Business Development