Who We Are

Dutch is transforming veterinary care by making expert treatment accessible anytime, anywhere. Our mission is simple: help every pet live their happiest, healthiest life by connecting pet parents with licensed vets through seamless virtual visits.

We’re the only veterinary telemedicine service that can diagnose, prescribe, and ship medications directly to customers – offering real relief and convenience for pets and their families. As one customer put it: “Dutch was the only site that would diagnose and prescribe meds as well as ship the meds.”

Backed by world-class investors including Forerunner Ventures, Eclipse Ventures, and Bling Capital, our team is made up of successful startup founders (Hims, PlushCare, Nasty Gal) with expertise in scaling enterprises (TripAdvisor, Walmart). Featured in TechCrunch, Forbes, Wired, and Axios, Dutch is setting the standard for quality, accessibility, and compassion in pet care.

The Role

The role of a Customer Service Representative (CS Rep) at Dutch is to deliver exceptional customer support and represent the Dutch brand with empathy, professionalism, and efficiency. CS Reps are the foundation of the Customer Experience team, responsible for creating seamless, positive experiences for our customers and their pets.

This is a full-time (40 hours per week) remote position with a standard Tuesday – Saturday schedule. Shifts may change based on business needs, and we’ll strive to provide as much notice as possible if adjustments are required. Overtime may be needed during periods of high volume.

A successful CS Rep consistently meets and exceeds daily performance targets, handles inquiries with care and accuracy, and works collaboratively with the team to resolve customer concerns. Above all, a CS Rep embodies Dutch’s commitment to delivering best-in-class service. They are passionate about helping pet parents, driven to find solutions, and dedicated to improving every customer’s experience with Dutch. This role is ideal for someone who is motivated, compassionate, and excited to make a meaningful impact through outstanding customer care.

Responsibilities

As a CS Rep at Dutch, your primary responsibility is to provide exceptional service and support to our customers and their pets across all communication channels. Each day, you’ll help ensure every customer receives timely, compassionate, and effective assistance while upholding Dutch’s high standards of care and professionalism.

Key Responsibilities:

Work Oldest to Newest: Manage and respond to customer inquiries in chronological order to ensure fair, efficient service and reduce backlog.
Support Across All Queues: Handle cases in any of our four communication channels — chat, phone, SMS, and email — providing consistent, high-quality support regardless of platform.
Deliver Excellent Customer Service: Approach every interaction with empathy, patience, and professionalism. Strive to create positive, solution-oriented experiences that strengthen customer trust and satisfaction.
Tackle Complex Cases: Confidently handle challenging or nuanced customer situations using sound judgment, strong critical thinking, and thorough problem-solving. When necessary, escalate issues appropriately to ensure quick and accurate resolution.
Maintain Productivity and Accuracy: Consistently meet daily and weekly performance goals while ensuring that all communication is accurate, compliant, and well-documented.
Collaborate and Communicate: Partner with other CX team members and Leads to share insights, flag recurring issues, and contribute to continuous improvement within the team.
In short: CS Reps are the voice of Dutch — compassionate, knowledgeable, and efficient problem-solvers who ensure every customer feels supported and cared for from start to finish.

Requirements

2-5 years of experience in Retail or Customer Service
Customer service oriented, always trying to do the best for the customer
Experience with email, phone, text, and sms support channels
Experience using a customer service solution, i.e. Gorgias, Zendesk, Kustomer, Salesforce
Ability to handle multiple tickets simultaneously with attention to detail
Remote setup conducive to being on phone support (quiet location, strong wifi connection)