Koala Health

Client Acquisitions Specialist Remote Growth / Full-time / Remote At Koala Health, we have our eyes set on an ambitious goal: to make managing your pet’s health simple and delightful. We’ve already launched our pharmacy service that allows people to shop for their pets’ medications and supplements online and get them delivered to their doorstep in presorted medication pouches. Now we’re focused on continuing to improve that experience while building a suite of new products and services that will make the pet health experience even better. As a Client Acquisition Specialist at Koala Health, you’ll be on the front lines of growing our client community by connecting with pet owners through high-volume outbound outreach. You’ll introduce prospective clients to Koala’s services, clearly communicate our value, and convert them over to using Koala Health's services. In every conversation, you’ll handle questions and objections with professionalism and empathy, while using internal tools to track activity, stay on top of follow-ups, and keep records accurate. You’ll also share insights with the team to help sharpen our outreach approach, and represent Koala with warmth, expertise, and genuine enthusiasm for helping pets (and their people). What You'll Do - Place a high volume of outbound calls to prospective clients, introducing them to Koala Health’s services. - Handle inbound customer calls to support a wide range of functions through cross-trained operational workflows. - Clearly explain Koala’s value and guide pet owners through the steps of becoming clients. - Overcome objections and handle questions with professionalism and expertise in Koala’s service. Address questions and concerns in a way that builds confidence and moves conversations forward. - Track and manage outreach activity using internal tools to ensure timely follow-up and accurate records. - Share feedback and insights with teammates to help refine outreach strategies. - Represent Koala with professionalism, empathy, and enthusiasm in every interaction. What You'll Need (Requirements) - High school diploma or equivalent. - Weekend availability required, with two days off during the week provided as a schedule swap. - 1+ year of experience in client-facing roles, ideally with outbound calling, inside sales, or client engagement responsibilities. - Comfort handling a large number of phone calls each day. - Excellent communication skills, spoken and written, with the ability to adapt tone and style to each conversation. - Familiarity with computer and web-based tools. - Comfortable working in a virtual environment with reliable internet and a quiet, distraction-free workspace. Why You'll Love Koala Health - Meaningful mission helping modernize pet health - Remote-first culture built on flexibility and trust - Competitive salary with performance-based incentives - Medical, dental, and vision insurance with partial dependent coverage - Generous PTO and a 401(k) plan - Supportive, energetic team that celebrates wins and learns fast $18 - $20 an hour Koala Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

• Manage the sales cycle with veterinary practices, including larger, multi-location accounts, from lead generation and cold-call outreach to demo, clinic close, and onboarding • Build relationships with key stakeholders across accounts, including clinic leadership, practice managers, veterinarians, and multi-location decision-makers • Proactively identify solutions to pain points and customer needs by clearly communicating the value of Koala’s home delivery pharmacy solution • Support the onboarding and adoption of new clinic partners, ensuring a smooth experience across individual practices and larger account groups • Remain current on industry trends and the evolving needs of the animal health and veterinary communities • Provide a best-in-class experience for prospects and partners through proactive communication, consistent follow-up, and strong follow-through • Understand that each interaction is about more than solving a single problem; it is an opportunity to build trust, strengthen the relationship, and create a delightful experience

• Own well-scoped work from requirements through release, ensuring solutions meet acceptance criteria and work effectively in real-world operational workflows • Break down larger initiatives into clear milestones, identify dependencies early, and proactively surface blockers and risks • Build production-quality, maintainable code that follows established standards and supports fast, safe iteration over time • Design and implement resilient solutions that account for edge cases, failures, retries, and operational realities • Add and maintain appropriate testing, validate changes in realistic scenarios, and document important behavior or process changes • Partner closely with Product, Pharmacy Operations, Customer Care, Finance, and other stakeholders to clarify requirements and deliver strong outcomes • Participate in code reviews, provide thoughtful technical input, and help improve engineering quality across the team • Support releases, monitor production outcomes, troubleshoot issues, and contribute to follow-up improvements that prevent recurrence • Participate in on-call and help drive incident investigation, resolution, and long-term reliability improvements • Apply secure coding and compliance-minded practices when working with customer, prescription, operational, and payment-related systems

• Manage the sales cycle with veterinary practices from lead generation and cold-call outreach, to demo and clinic close and through clinic onboarding • Proactively identify solutions to pain points and needs our potential customers have regarding the value of Koala’s unique service • Remain current on industry trends and evolving needs of the animal health community • Provide a best-in-class experience for our prospects, including proactive communications and consistent follow up and follow through. • Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience

• Own and evolve Koala Health’s end-to-end data infrastructure, including ingestion, transformation, modeling, and delivery. • Design and maintain reliable data pipelines from production systems (e.g., application databases, third-party tools, vendors). • Build and manage data models that support analytics, reporting, and operational use cases. • Establish and enforce best practices for data quality, testing, monitoring, and documentation. • Partner with stakeholders across product, operations, finance, and marketing to understand data needs and translate them into scalable solutions. • Improve the reliability, performance, and cost-efficiency of the data stack as the business grows. • Own incident response and debugging for data issues, proactively identifying and resolving root causes. • Create and maintain clear documentation so data assets are understandable and usable across the company. • Evaluate and implement tooling improvements where it meaningfully improves developer velocity or data quality. • Act as a thought partner to leadership on how data can better support decision-making and operational efficiency.

• Oversee, and manage the relationship with external accountants who run the company’s accounting process, ensuring accuracy, timeliness, and adherence to GAAP. • Support the movement of accounting in-house in a future state. • Manage accounts payable, including vendor setup, invoice approvals, credit card reconciliations, and employee expense reimbursements. • Oversee clinic invoicing, and ensure accurate and timely billing, collections, and accounting recognition. • Review journal entries, and reconciliations prepared by external accountants, ensuring completeness and accuracy. • Partner cross-functionally with operations, marketing, and supply chain teams to ensure transactions are properly captured and classified. • Coordinate the month-end close process with external accountants, including accruals, revenue reconciliations, and balance sheet reviews. • Collaborate with FP&A to align management reporting with GAAP financials. • Review financial statements, and reports for internal stakeholders, ensuring accuracy and transparency. • Maintain documentation and schedules to support future audit readiness. • Maintain and strengthen internal controls across accounting operations, AP, and expense management. • Support weekly, and monthly inventory reconciliations, and audits and related accounting entries. • Oversee tax compliance in partnership with external tax advisors and Avalara, ensuring timely filings for sales tax, payroll tax, and other obligations. • Monitor compliance with company policies, and assist in refining financial procedures as the business scales. • Act as a financial resource for the broader business, responding to accounting, and financial queries including payments. • Identify, and implement process improvements to enhance efficiency, accuracy, and scalability. • Support the CFO in evaluating, and implementing future financial systems (including ERP and automation tools). • Develop and maintain documentation for accounting workflows. and internal controls.

• Own end-to-end lifecycle marketing strategy and execution to drive acquisition, activation, retention, and reactivation. • Build and optimize customer journeys (welcome/onboarding, win-backs, upsell triggers, partnership campaigns) and expand beyond email/SMS into additional channels where it makes sense. • Develop segmentation and targeting by lifecycle stage, contact type, and behavioral data to improve relevance, engagement, and LTV. • Plan, launch, and optimize campaigns through structured testing (hypothesis-driven experiments) and ongoing performance iteration. • Own campaign operations from brief to launch—setup, testing, QA, deliverability, and compliance best practices. • Partner cross-functionally to ensure accurate setup, tracking, attribution, and measurement within CRM and analytics tools. • Monitor lifecycle KPIs (activation, retention, engagement, LTV) and report insights, trends, and recommendations to stakeholders. • Support clinic onboarding and launch coordination, partnering with Sales, Account Management, and vendors to ensure smooth go-to-market execution. • Collaborate on B2B co-marketing initiatives and cross-promotions with partners and merchants, ensuring brand alignment and compliance.

• Own the implementation and ongoing relationship management for assigned clinic partners • Serve as the primary point of contact for partners, ensuring a smooth onboarding experience and continued success post-launch • Drive adoption of Koala workflows and operational best practices that improve compliance, client engagement, and prescription fulfillment • Partner closely with internal teams (Pharmacy, Operations, Product, Growth) to resolve issues, surface insights, and support partner needs • Monitor partner performance and engagement metrics, proactively identifying risks and opportunities for improvement • Support clinics through operational questions, changes, and ongoing optimization of their Koala partnership • Build strong, trusted relationships with practice leaders and staff to maintain alignment and long-term engagement • Communicate partner feedback, trends, and opportunities clearly to internal stakeholders • Maintain accurate documentation and reporting related to partner health, performance, and action plans

• Assist customers over the phone and email with product and service questions • Manage both inbound and outbound calls and emails • Proactively identify solutions to questions you anticipate our pet owners have in each interaction • Take a hands-on approach to resolving every issue, owning it from start to finish • Provide a best-in-class service experience for our customers while working in a fast-paced environment • Provide our customers with technical support when navigating our website • Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience