Customer Support Representative

Who we are

Join Embark on our mission to bring joy to dog lovers by offering the world’s best products and services to strengthen their bonds with the dogs in their lives. Our canine DNA test — named the best by The New York Times — enables us to make scientific advances in personalized pet care.

Designed by world leaders in dog genetics (in partnership with Cornell University), the Embark Dog DNA Test provides information on genetic health risks and breed make-up, allowing dog owners, breeders, and veterinarians to drive personalized care plans based on a dog's unique genetic profile.

Join our pack! At Embark, our People First culture is centered around building an amazing team and giving everyone an opportunity to have a voice and make an impact. We are looking for highly motivated and mission-driven employees who will join us as Embark leads the cutting edge of creativity and innovation in the fast-growing consumer genetics space.

About the role:

As the Customer Support Representative, you’ll be the frontline connection between Embark and our customers. You’ll respond to inquiries related to our products, canine genetic results, and help troubleshoot and resolve issues with professionalism and care. You’ll ensure that every customer interaction reflections our brand values and passion for dogs.

What you’ll do:

• Respond to customer inquiries related to our products, our process, and dog genetics, including customer results.
• Document customer interactions and feedback accurately and thoroughly, as well as action taken using our CRM (Zendesk)
• Troubleshoot customer concerns efficiently and effectively, this could include issues related to testing kits, results delivery, and other general product questions
• Collaborate with internal teams (science, product, marketing, engineering) to resolve issues and surface common questions or trends
• Identify issues that need additional attention and escalate as needed
• Meet metrics related to response time, customer satisfaction, and performance
• Maintain a strong understanding of our products and stay informed on basic genetics concepts
• Represent Embark in a professional and respectful manner!

Experience we’re looking for:

• 1-2 years of experience in a customer support role, preferably in a startup or science/technology environment
• Experience using CRM software, preferably Zendesk
• Strong interpersonal and communication skills, with a passion for delivering a great customer experience
• Ability to translate technical information into clear, easy to understand language
• Comfortable working in a fast-paced, evolving environment
• Experience working with dogs or in pet care is a plus!
• A genuine love for dogs!

Why join the pack!

At Embark, we might be dog lovers, but we’re passionate about people too. We’re committed to building an inclusive culture where all employees can thrive. Here are some of our benefits and perks:

• Flexible vacation policy – take the time you need, when you need it.
• Paid parental leave – plus paw-ternity leave for new pet parents!
• Every other Friday off in the summer – enjoy those long weekends.
• Subsidized pet insurance – because our pets are family.
• Big-company benefits with a startup feel – including a 401k match, generous bonus structure, commuter benefits, and premium healthcare .
• Competitive salaries and stock options – be an owner in what we’re building.
• New MacBook Pros or Windows devices – the tools you need to succeed.
• Continuing education support – conferences, learning resources, and career growth opportunities.

Salary: $50,000- $60,000

Embark is an equal opportunity workplace and values diversity at our company. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, citizenship status, sexual orientation, age, disability status, marital status, gender identity or expression, veteran status, or any other characteristics protected by federal, state or local laws. See also EEO is the Law .