PetScreening

Title: Customer Experience Assistance Animal Specialist Location: Hybrid (Mooresville, North Carolina, US) Department: Customer Experience Job Description: Job Purpose/Overview: As an Assistance Animal Specialist on our Customer Experience team, you will regularly manage escalated and complicated situations related to Assistance Animals. You will assist customers and clients who have complex Assistance Animal-related questions with comprehensive knowledge, compassion, and efficiency. Additionally, you will work closely with team members both within the Customer Experience team and in other related departments in order to provide excellent customer service to our customers and clients. Objectives: - Complex Issue Management: Independently resolve escalated Zendesk tickets regarding Assistance Animals with empathy, technical expertise, and speed. - Conflict Resolution: Expertly de-escalate high-tension situations to ensure positive outcomes for both clients and customers. - Interdepartmental Liaison: Partner with the Assistance Animal team to streamline communication and provide cross-functional support. - Process Improvement: Proactively identify workflow inefficiencies and propose creative solutions to enhance company growth. - Special Projects: Support cross-departmental initiatives and peer mentorship without compromising core CX responsibilities. Customer Support: - Use all applicable tools (ZenDesk, Hubspot, Slack, Wiki, and applicable documents) to manage the functions of receiving, analyzing, resolving, and documenting customers’ and clients’ needs, issues, and complaints following the organization’s requirements. - Respond quickly, professionally, and accurately to customer and client inquiries regarding a wide range of questions and concerns regarding Assistance Animals. - Contribute towards a positive work environment - Provide support and transparent communication to all other departments with customer experience issues Assistance Animal Specialist Specific Duties: - Show attention to detail, problem-solving skills, and critical thinking skills. - Analyze submitted documentation to determine whether it is sufficient to meet Fair Housing guidelines. - Review other profile information for accuracy of information. - Perform profile returns or start the verification process as appropriate. - Contact medical providers by email, fax, or phone to verify documentation. - Take ownership of assignments and be proactive towards achieving goals. - Be able to synthesize all of the information given across all platforms to come up with best possible solution for the situation - Occasionally assist a client or customer over the phone Essential Job Functions: - Prolonged periods of sitting and working on a computer. - Proficient computer skills with the ability to learn new software. - Meet individual performance targets by achieving key productivity and quality KPIs. - Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment that requires being in the office 3 days a week. Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model. Qualifications: - Expertise: Background in disability-related fields (Psychology, Behavioral Health, or Special Education) and 1+ years of customer service experience preferred. - Communication: Exceptional active listening and professional articulation skills; experience with de-escalation and tactful conflict resolution. - Technical Proficiency: Skilled in CRM and collaboration tools, including Zendesk, HubSpot, Google Suite, Zoom, and Slack. - Operational Skills: Proven ability to multitask and prioritize in fast-paced environments while maintaining high-quality performance markers. - Core Attributes: Detail-oriented, proactive in seeking clarity, and a compassionate team player with a resilient growth mindset. About PetScreening Our Vision: PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay. Our Mission: PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests. What We Do: PetScreening™ is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals. Our Culture: PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area). Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun. Benefits Offered: - Medical/Dental/Vision/HSA benefits offered after 30 days of employment. - Company sponsored Life Insurance and Short Term Disability. - Optional Life Insurance and Long Term Disability Plans. - 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment. - Paid time off accrual beginning first day of employment - Paid holidays - Optional remote work days - Paid Family/Military/Bereavement leave - Pet friendly office

Title: Customer Experience Representative Location: Hybrid (Mooresville United States Job Description: Become a member of the PACK! Objectives: - Regularly and confidently manage a large volume of inbound and outbound communication, via ZenDesk, with comprehensive knowledge, compassion, and efficiency - Identify and address customer and client needs, with a goal of total satisfaction in the least amount of time - Meet customer experience department targets, both individually and as a team - Follow company and team guidelines and procedures for communications with minimal supervision, effectively taking ownership of your role - Take the initiative to recommend improvements to company processes for efficiency, or share new ideas, leaving your paw-print on our growing company - Provide cross-departmental support through special projects, as needed, with little impact on your existing duties in CX Essential Job Functions: - Performing repetitive tasks on a computer while in a stationary position for long periods. - Efficiently manage a high volume of inbound and outbound communications through ZenDesk, leveraging a robust knowledge base. Team coverage varies individually within the hours of 6 AM to 10 PM EST. - Meet individual and team performance targets by achieving key productivity and quality KPIs. - Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment that requires being in the office 3 days a week. Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model. Responsibilities: - Set a positive example for all team members of commitment, customer experience activities, work ethics and habits, and positive personal character - Respond quickly, professionally, and accurately to customer and client inquiries regarding a wide range of questions and concerns - Engage with external customers and clients and internal team members in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships; including escalated conversations and situations - Participate in special projects as reasonably required in your role - Contribute towards and participate in plans for team activities/meetings to create a positive work environment - Show leadership and take ownership of responsibilities in your role to help move the team forward, collectively Qualifications: - Excellent communication skills, including active listening and clear, professional articulation - Quick learner of software platforms and programs; flexibility to shift protocols as required in a dynamic customer- and client-responsive environment - Detail-oriented work ethic with strong time management skills; able to multitask, manage time, and prioritize projects successfully with little impact on qualitative and quantitative markers - Positive growth mindset with the ability to solve problems in a fast-paced, dynamic environment; alleviate and de-escalate conflicts, and escalate tactfully as needed - Ability to succeed individually and as a team member - Positive and compassionate with the ability to have fun and connect on the team! - Experience with customer service or public relations - 1-year minimum is preferred but not required - Experience with Google Suite - Project management experience is preferred but not required - Preferred: Familiar with HubSpot or a similar CRM, Zoom, Slack, and other workflow or learning management tools. About PetScreening Our Vision: PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay. Our Mission: PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests. What We Do: PetScreening is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals. Our Culture: PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area). Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun. Benefits Offered: - Medical/Dental/Vision/HSA benefits offered after 30 days of employment. - Company sponsored Life Insurance and Short Term Disability. - Optional Life Insurance and Long Term Disability Plans. - 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment. - Paid time off accrual beginning first day of employment - Paid holidays - Optional remote work days - Paid Family/Military/Bereavement leave - Pet friendly office

Title: Product Manager, Short Term Rentals (STR) Location: Hybrid (Mooresville United States Job Description: Become a member of the PACK! About the role We're seeking a Product Manager to help build and scale our Short Term Rental (STR) product line from early traction toward product-market fit. This role is well-suited for a PM who is comfortable operating in ambiguity, learning directly from clients and users, and iterating quickly as the product and market take shape. You'll focus on understanding STR client (host) needs, defining problems worth solving, and working closely with design and engineering to deliver solutions that drive adoption and measurable outcomes. You'll report to the Lead Product Manager who drives overall STR strategy and direction. What you'll do - Partner with the Lead Product Manager to execute against the STR roadmap, with an emphasis on learning, validation, and progress toward product-market fit. - Partner with design on discovery to understand STR operator / host workflows, pain points, and decision drivers. - Define product requirements, hypotheses, and success metrics for new features and enhancements. - Collaborate with design and engineering to ship solutions that are valuable, usable, and technically feasible. - Leverage product analytics tools (e.g., Amplitude, Segment, etc.) and qualitative insights to assess adoption and behavior. - Support experimentation and iteration by testing assumptions, learning from outcomes, and adjusting priorities accordingly. - Work cross-functionally with marketing, sales, and client-facing teams to ensure product clarity and readiness. - Document decisions, learnings, and tradeoffs as the STR product evolves. What You Bring - 3-5+ years of product management experience, preferably in B2B SaaS or integration heavy products. - Experience working on products that are early-stage or still finding product market fit. - Strong problem discovery skills and comfort engaging directly with users and stakeholders. - Comfort with product analytics tools (e.g., Amplitude, Segment), SQL, and exposure to integrations, APIs, or third-party platforms are all a plus. - Experience with email or lifecycle marketing tools is a plus, especially related to onboarding or activation. - Clear communicator with strong prioritization skills and sound product judgment. - Bias toward action, learning, and accountability in a fast-moving environment. Essential Job Functions - Prolonged periods of sitting and working on a computer. - Proficient computer skills with the ability to learn new software and tools. - Meet individual and team performance expectations through timely delivery and measurable outcomes. - Contribute to a collaborative product culture by sharing insights, learnings, and process improvements. - Participate in a hybrid work environment, including regular in-office collaboration three days per week. Why Join Us PetScreening is expanding beyond long-term rentals to reimagine how pets and assistance animals are managed in short-term rental environments. As a Product Manager on the STR team, you'll have the opportunity to help shape a new product line at a formative stage-where learning speed, customer insight, and product judgment directly influence success. About PetScreening Our Vision: PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay. Our Mission: PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests. What We Do: PetScreening is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals. Our Culture: PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area). Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun. Benefits Offered: - Medical/Dental/Vision/HSA benefits offered after 30 days of employment. - Company sponsored Life Insurance and Short Term Disability. - Optional Life Insurance and Long Term Disability Plans. - 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment. - Paid time off accrual beginning first day of employment - Paid holidays - Optional remote work days - Paid Family/Military/Bereavement leave - Pet friendly office