Member Support Role

Company Name: Pawswap Services Ltd.

Type of Position: Part-Time with potential to increase to full time 


Who We Are…

Founded in 2015, PawSwap is a Vancouver-based community-driven pet app that identifies dog-friendly businesses and locations, alongside their full dog policies, in one convenient place for dog owners. Tired of ‘No Dogs Allowed’ signs, PawSwap’s mission is to challenge the status quo, aka the "No Dogs Allowed" sign, by planning, promoting, and inspiring events, activities, and businesses that are more inclusive of our four-legged best friends. Dog Owners collect Points by visiting dog-friendly businesses and can swap them out for rewards that can be enjoyed with their dogs. We have a talented group of people on our team, and while we are growing fast, we place a high priority in finding the right candidates that fit the cultural integrity of the company.

About the Role...

The Member Support role is the heart of our interactions with our App and Team Members. In this role, you are responsible for ensuring that all customer requests are organized and responded to in a timely manner in addition to seeking out new locations for our PawSwap community to visit, weekly. You will develop relationships and increase engagement by interacting with customers as a representative of our brand. You will also play an integral role in administering team requests, building rapport with with internal and external members of the company. 


Duties and Responsibilities


Customer Service Representative Tasks:

  • Track, and organize all incoming customer service requests in a timely manner

  • Respond to all incoming customer service requests in a timely manner

  • Solve customer problems effectively and creatively to find the best possible solutions.

  • Help customers navigate through the PawSwap App with a “two-steps-ahead” mentality.

  • Become a product expert and understand each customer’s needs to provide real, effective, and creative solutions

  • Deliver exceptional customer service

  • Seek out and build relationships with Dog-Friendly businesses throughout Canada in order to generate leads for the company

  • Assist the Operations Specialist in tasks as assigned


Administrative & Internal Member Support tasks:

  • Lead for all internal administrative tasks such as Dropbox lead, Calendar integration lead, assisting with onboarding new team members

  • Invoices, billing and bookkeeping responsibilities

  • Assist with internal requests such as event and activity planning, coordinating team meetings, creating birthday videos (or similar) for team members, and similar tasks as assigned

  • Assist with researching and sourcing rates

  • Handle administrative requests and queries from senior managers

  • Organize and schedule appointments with admin software

  • Plan meetings and take detailed minutes where applicable 

  • Book travel arrangements

  • Assist with sourcing and delivering items for clients, customers, and team members

  • Attend dog-friendly activities with the events coordinator as requested



Knowledge and Skills


Qualifications and Requirements:

  • Must have previous customer service experience

  • Excellent time management skills

  • Excellent written and oral communication skills as well as problem solving skills

  • Must be comfortable with cold calling

  • May be required to travel, must have a valid driver’s license

  • Must be a Canadian citizen or eligible to work in Canada

  • Degree or certificate in a relevant field preferred

Must-have Skills:

  • Knowledge of Microsoft Office programs (Word, Excel, Outlook, etc.

  • Experience with basic drag and drop layout tools

  • Community building

  • Strong communications skills, both verbal and written


The ideal candidate…

  • Must love dogs!

  • Will be a motivated, passionate individual looking to grow in a fast-paced, ever-changing startup environment

  • Loves connecting with people and is passionate about finding creative solutions to problems

  • Is a team player who isn’t afraid of change or taking on other roles when necessary

  • Can adapt to changing circumstances and creatively come up with solutions for online events and experiences that relate to dog owners