[Long-Term and Full-Time] Remote English Customer Service Agent
About Pet Media Group
Pet Media Group (PMG) is a Stockholm-based scale-up that acquires, launches, and develops market-leading pet marketplaces globally, with over 1 million animals rehomed every year throughout Scandinavia (hästnet.se), the UK (pets4homes.co.uk), Europe: Germany (deine-tierwelt.de), Italy (annuncianimali.it), Spain (mundoAnimalia.com), the Netherlands (puppyplaats.nl), and the US (lancasterpuppies.com).
The way pets find new loving homes has virtually remained the same for ages, and we are on a mission to make that process more trusted, safe, and convenient through innovative technology.
What you’ll be doing
As a Trust & Safety Customer Service Agent, you will be responsible for daily communication with our users and stakeholders on Pets4Homes and Lancaster Puppies, our UK and US-based marketplaces (www.pets4homes.co.uk and www.lancasterpuppies.com). The workload is predominantly on our English markets, but knowing German is a big plus. Our users are highly engaged with our website, and we take pride in operating a safe and responsible marketplace.
Your daily tasks will include moderating listings and providing customer support via email. You’ll primarily use our internal back-office systems and Freshdesk to communicate with users. You should be able to consistently meet key performance indicators (KPIs), including customer satisfaction, team moderation targets, and quality standards.
Our websites never sleep! We are looking for a remote team member who is available to work up to 40 hours per week for a long-term project covering evenings (CET) and ALMOST ALL weekends.
Coverage requirement
- 14:00-23:00 or 15:00-0:00 CET
- Most weekends (flexible time) CET
IMPORTANT: You must be able to work at least three weekends per month.
What you’ll need to succeed
You are an unpretentious and kind person who does not deem any task too big or too small. With excellent communication skills, you take pride in delivering exceptional service, ensuring every customer feels valued and cared for.
You’re organized, detail-focused, and love solving problems. Working together to find the best solutions is something you enjoy, and your careful eye for detail helps ensure our listings meet high standards before approval.
Requirements
Passionate about animal welfare and pets
Being able to provide excellent Customer Support
Fluent business English (written and spoken)
Fluent business German is a BIG plus!
A proactive and independent mindset
The ability to challenge existing processes in order to raise the bar both for user happiness and animal welfare
Do you believe you’re our next Petster? In that case, we’d love to hear from you!
We look forward to receiving your application!
- Team
- Trust & Safety
- Locations
- South Africa, Albania, Hungary, Philippines, Egypt, Poland
- Remote status
- Fully Remote
Perks and benefits
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Work that matters 🐾
Opportunity to directly impact strategy to help more than 10 million people each month to find the animal of their dreams.
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Flexible working hours 🕐
At PMG we are confident in each others’ ability to be masters of their own time while producing a great output.
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Headquarter in center of Stockholm 🏢
Work in the center of Stockholm, close to great restaurants, parks and shops.
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Opportunity to grow 🚀
Be part of an ambitious, high-performing team with people from diverse backgrounds.
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Solid backing 💰
Strong backing by some of Europe’s leading investors (e.g. Verdane and Otiva) who are early investors in leading companies such as Klarna, NA-KD, Apotea and Desenio.
About Pet Media Group
Pet Media Group is the leading operator of online marketplaces for pets and their related goods and services.
Through our trusted and local brands, we help thousands of animals every day to find a new loving home as well as assisting their human caregivers in the process. Our ambition is to continue to provide trust, safety and convenience to both pets and their caregivers.
Our mission is to partner with and acquire the leading pet and horse marketplaces across Europe, and add value to consumers, businesses and animals alike through technology, marketing, operations and capital.
Backed by world class investors such as Verdane Capital, Back in Black, Otiva Capital and 183 Invest our journey has only begun to grow our portfolio of leading brands within the pet vertical.