The Better Cat

Customer Support

• Customer support ownership: You respond to inquiries from our cat owners daily via email, chat and social media — quickly, empathetically and always with the right tone.
• Service quality & KPIs: You monitor key metrics such as First Response Time, CSAT and One-Touch Resolution rate and actively work to continuously improve them.
• Consultative advice: You advise our community on nutrition, products, subscriptions and deliveries — using our internal knowledge base and expert input.
• Shopify & subscription management: You handle orders, returns, subscription adjustments and complaints accurately and independently in Shopify and our helpdesk.
• Cross-functional collaboration: You act as the liaison between customers and our teams in Operations, Product and Marketing — you provide structured feedback and help solve recurring issues permanently.
• Processes & scaling: You help develop our Customer Care processes, templates and knowledge base so we can continue to deliver top service as volume grows.
• Escalation management: In difficult cases you keep a cool head, find pragmatic solutions and protect both our customers and the company.

Customer Care Manager