Happy Howl

Role Description This is not a traditional support role. You'll be the friendly, knowledgeable voice Happy Howl customers turn to when they have questions, concerns, or doubts — and you'll be just as comfortable resolving an issue as you are turning a cancel-intent conversation into a long-term subscriber. Every interaction is a save opportunity. You'll own the retention queue, handle high-volume inbound tickets, take phone calls, and protect subscriber revenue — while delivering the warm, one-touch customer experience Happy Howl is known for. You'll work across phone, email, text, chat, and social media, and you'll be a key player in our ability to retain customers, grow MRR, and protect the brand's reputation online. Qualifications - 3+ years in customer service, preferably in e-commerce, subscription, or DTC - Demonstrated ability to retain or save customers — whether through a cancellation desk, membership retention, or subscription support role - Excellent written and verbal communication: warm, clear, and concise across every channel - Comfortable managing high volume with a one-touch mindset — you resolve issues completely the first time - Comfortable on the phone — our phone channel is growing and you'll be a key part of how we show up there - Self-motivated, positive, and thrives in a fast-paced remote environment - A genuine love for dogs and the ability to speak about pet health and nutrition with passion and curiosity Requirements - Own the cancel-intent queue — engage with empathy, identify the root cause, and offer the right solution to retain the subscriber - Handle 'didn't intend to subscribe' tickets with care — save where possible, resolve with grace where not - Turn pause, skip, and frequency-change requests into opportunities — understand the real need and recommend the plan that fits the dog best - Answer product, ingredient, and plan recommendation questions — these are save opportunities, not just info requests - Identify upsell and cross-sell moments naturally within service conversations — add-ons, frequency upgrades, complementary products - Track your own save rate and retained MRR weekly — you own this number and we'll celebrate it - Develop fluency in our product line so you can speak confidently about ingredients, nutrition, feeding guides, and how Happy Howl compares — that knowledge is your best retention tool - Comfortable with soft-sell and upsell conversations — you treat revenue as a natural extension of great service - Manage high-volume inbound tickets across Gorgias, Shopify, Stay.ai, and Aircall with speed, warmth, and a one-touch mindset - Handle subscription management, order questions, and general support across email, phone, SMS, chat, and social media - Resolve shipping errors, address updates, account changes, and technical payment issues - Escalate cross-track tickets when a support conversation reveals churn risk - Document customer feedback to help the team improve products, messaging, and processes - Respond to Trustpilot and Stamped reviews within 24 hours — turning public complaints into visible wins - Manage social media messages and comments in a timely, on-brand, and professional way - Flag recurring themes in reviews and social to the team so we address root causes, not just symptoms Benefits - Remote — work from anywhere - Flexible weekend hours (4 hours on Saturday or Sunday) - Bonus opportunity tied directly to retention and save rate performance - Health insurance, dental insurance, and employee discount - Join a fast-growing, pet-focused company making a real difference in dogs' lives How to Apply Please respond with your experience, why you'd be a great fit, and any background in pet, wellness, e-commerce, or subscription industries. Tell us about a time you retained or saved a customer who was about to cancel or leave — what did you do and what was the outcome? Bonus if you have hands-on experience with Shopify, Stay.ai, Gorgias, or Aircall. We are looking to fill this position immediately.

Role Description You'll be the analytical engine behind Happy Howl's financial decision-making. Working directly with the CFO, you'll own the financial model, build the reporting infrastructure, and provide the analysis that drives strategic decisions — from customer economics to channel investment to potential M&A. This is a high-visibility role where your work directly influences board-level and investor conversations. What You'll Do - Own and maintain the company's multi-scenario financial model (Goal/Stretch/Base forecasts). - Build monthly board reporting packages and investor update materials. - Conduct LTV/CAC analysis, cohort modeling, and customer economics reporting. - Own budgeting, variance analysis, and departmental spend tracking. - Support strategic financial analysis: M&A evaluation, channel economics, hiring ROI. - Build financial dashboards for executive visibility. - Assist with investor relations and fundraising materials. Qualifications - 1–3 years in FP&A, banking, or consulting. - Ability to own financial models and board decks. - Strong attention to detail and accuracy. - Ability to work under pressure and meet tight deadlines. - Transparency in presenting financial data. - Willingness to work outside of a typical 9-to-5 schedule when necessary. Requirements - Experience with DTC or subscription business metrics (LTV, CAC, NDR, cohort analysis). - Familiarity with BI/dashboarding tools (Looker, Tableau, or similar). - SQL skills for data extraction and analysis. - Experience at a venture-backed startup. Benefits - Competitive salary ($90K–$110K) plus bonus opportunity and equity. - High-visibility role with direct exposure to board and investor conversations. - Work directly with an experienced CFO at a fast-growing brand. - Remote work flexibility. - Opportunity to grow into a senior finance role as the company scales.

Role Description The media buying team creates demand. You capture it. As Demand Capture Manager, you'll own every organic and bottom-of-funnel touchpoint that converts interest into revenue — from SEO and organic social to product page optimization and Amazon listings. This is a high-impact role that directly influences conversion rates, CAC efficiency, and revenue growth. - Own SEO strategy and execution across the Happy Howl website and blog. - Manage organic social media presence and content distribution. - Optimize product pages, landing pages, and checkout flows for conversion. - Lead Amazon listing optimization and organic ranking strategy. - Build and optimize quiz funnels and guided shopping experiences. - Track organic traffic, search rankings, conversion rates, and attributed revenue. - Coordinate with content and paid media teams on integrated campaign execution. Qualifications - 3–5 years in digital marketing. - Experience with SEO, organic social, and CRO tied to revenue. - Ability to own outcomes and test hypotheses proactively. - Experience in a fast-paced environment with urgency. - Ability to build organic traffic and conversion infrastructure from scratch. - Willingness to rise to the occasion during product launches or campaigns. Requirements - Experience with Amazon SEO and marketplace optimization (nice to have). - Background in DTC food, pet, or subscription businesses (nice to have). - Familiarity with TikTok Shop and social commerce (nice to have). - CRO certification or demonstrable A/B testing experience (nice to have). Benefits - Competitive salary ($85K–$105K) plus bonus opportunity and equity. - Own the full organic and conversion function at a fast-growing DTC brand. - Remote work flexibility. - Collaborate with an experienced growth team and cutting-edge AI tools.

Role Description This is a unique role at the intersection of technology leadership and AI-first operations. You'll be building an AI-powered force multiplier that makes every department at Happy Howl dramatically more effective. You'll own the entire technical infrastructure while deploying AI systems that automate, accelerate, and improve everything from product to marketing to fulfillment to finance. What You'll Do - AI & Automation: - Deploy AI-powered systems across every function of the business: - Customer service: intelligent ticket routing, automated response drafting, cancellation intervention workflows. - Marketing: automated ad performance reporting, creative asset tagging, campaign analytics pipelines. - Operations: inventory burn rate alerts, fulfillment SLA monitoring, co-manufacturer production tracking dashboards. - Finance: automated board reporting data pulls, cohort analysis refreshes, cash flow forecasting models. - Find the manual process, understand the business logic behind it, and replace it with something that runs itself. - Technical Infrastructure: - Own the full technology stack — Shopify storefront, subscriptions, Klaviyo email/SMS, data pipelines, analytics, and every integration that connects them. - Be the single accountable owner for site uptime, page speed, checkout conversion, and data integrity. - Cross-Functional Systems Building: - Participate in leadership meetings across departments to systematize strategic priorities. - Build intervention triggers, pipelines, and workflows based on departmental needs. - Long-Term Team Building: - Hire and lead 1–2 AI Implementation Engineers who report to you. - Set standards, define the toolchain, and build the playbook for AI deployment. - Emerging Technology: - Stay on the forefront of AI development and evaluate new models and tools. Qualifications - 5+ years of software development experience. - Last 2–3 years focused on AI tools and real systems, not prototypes. Requirements - Own outcomes, not activity; measure success by what shipped and its impact. - Move with urgency and judgment; provide recommendations when issues arise. - Embrace the underdog spirit; leverage a small team effectively. - Elevate everyone around you; solve problems collaboratively. - Document everything; reject "good enough" when it threatens quality. - Deliver work you're proud of, especially when no one is watching. - Be locked in, not clocked in; focus on ownership, urgency, quality, and follow-through. - Genuinely believe AI changes everything and have a track record of implementing it. Nice to Have - Experience in DTC, CPG, or subscription businesses. - Familiarity with Shopify, Klaviyo, Stay.ai, Google Analytics, and Meta/TikTok ad platforms. - Prior experience building AI-powered automations for customer service, marketing, or operations workflows. - Data engineering background — ETL pipelines, warehousing, BI tools. - Experience evaluating and deploying AI agents or multi-step AI workflows in production environments. Benefits - Competitive base salary ($160K–$180K) plus a meaningful annual bonus opportunity and equity. - First technical leadership hire with full autonomy over technical decisions. - Remote-friendly with flexibility to work from anywhere in the US. - Opportunity to build an AI-first organization from the ground up.