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$50k–$60k/yr
Full-time
Flexible Vacation Policy, Paid Parental Leave, Paw-ternity Leave, Summer Fridays Off, Subsidized Pet Insurance, 401k Match
Posted 32d ago
Apply by Oct 4
~40 hrs/week
Remote in Boston, Massachusetts, United States
Responsibilities
Respond to and resolve pet parent inquiries regarding dog DNA results to ensure an exceptional customer experience. Collaborate with Science and Engineering teams to update knowledge bases and document technical bugs.
Requirements
Requires 1-2 years of customer support experience, preferably in a fast-paced startup environment. Candidates must possess strong written communication skills and be tech-savvy with support tools.
Full job description
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 byThe 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.
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 pet care technology space.
About the role:
Picture this: a customer just opened their Embark dog's DNA results and wants to understand how their floppy-eared mystery pup is not part beagle. Or a breeder is staring at a health screening report, trying to figure out what it means for their next litter.
That's where you come in! We're looking for a Genetic Results Specialist for our Customer Care team.
You will be the friendly, knowledgeable voice behind the moments that matter most to our pet parents. Through your conversations, you'll help us deliver an exceptional customer experience, ensure pet parents understand their DNA results + how they can best care and support the dogs they love, and help us improve our processes and tools to make us sharper.
You'll collaborate with our Science team, getting a front-row seat to some of the coolest science in the pet world. Additionally you'll connect with our Engineering team, since you'll become one of our earliest sets of eyes for spotting bugs.
We want someone who's hands-on, curious, and energized by jumping in wherever they're needed.
If you love helping people, learning about dogs, and being part of a team that's always leveling up, we'd love to meet you!
What you’ll do:
Effectively respond and resolve pet parent questions regarding their dog's Embark DNA results while delivering an outstanding customer experience.
Maintain strong performance in departmental metrics such as First Reply Times (FRT), Average Handle Times (AHT) and Customer Satisfaction (CSAT).
Write or update verbiage templates and processes for handling issues when appropriate
Fill gaps in our knowledge bases when required
Collaborate with the Embark Science team to develop answers to any undocumented concerns.
Document any bugs with detailed descriptions that empower engineers to investigate and resolve.
Actively participate in improvement initiatives to simplify processes and reduce ticket handle times.
Experience we’re looking for:
1-2 years of experience in a customer support role, preferably in a startup environment
Comfortable and adaptable to a fast-paced startup environment
Crisp but kind written communication skills and a deep care for the details
Demonstrated documentation, verbiage or process improvement work
Tech-savvy, with experience in support tools
Proven ability to manage and prioritize multiple tasks simultaneously
Experience that is nice to have:
A background in science or genetics is beneficial but not required
Hands-on experience with CRM (Customer Relationship Management) tools, or ticketing systems
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.
Learn about your pup's breed, health, traits, and more with the most accurate and comprehensive dog DNA test available.
Industry
Biotechnology Research
Company size
51-200 employees
Founded
2015
Headquarters
Boston, Massachusetts
LinkedIn followers
22,653
Total funding
$94M
Embark is changing the way pet parents care for their dogs, from snout to tail, so they can enjoy more happy, healthy years together. Backed by industry-leading genetic research, Embark offers a suite of tools designed to help pet parents build a stronger bond with their pup. From DNA testing to supplements, Embark empowers pet parents to understand their dog’s unique needs and support their long-term health with confidence.
Offices: 1 Lincoln St, Boston, Massachusetts 02111, US
Dog GeneticsResearchDog WellnessTechnologyGenomicsHealth TechBioinformaticsand ScienceVeterinaryHealth Care
How much do Science & Research jobs in Massachusetts pay?
Based on 4304 listings with disclosed salaries, most science & research jobs in Massachusetts pay between $90k–$238k per year. Individual offers vary with seniority, company size, and specialization.
How many Science & Research jobs are open in Massachusetts right now?
There are currently 6,981 open science & research positions in Massachusetts listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Science & Research roles in Massachusetts?
Companies currently hiring include Mass General Brigham, Harvard Division of Medical Sciences, Takeda, Sanofi, Thermo Fisher Scientific, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Science & Research jobs in Massachusetts?
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