Customer Support Representative (Non-voice, pet tech company)

*Chat and Email Customer Support (Non-voice)

 

【 About the role 】

The Tomofun Customer Support team cares deeply, genuinely, and passionately about customer needs, striving to provide a world-class support experience that makes our customer-centric company successful.

In this role, you will bring a helpful and professional attitude, exhibiting diplomacy, tact, and poise under pressure, as well as a strong sense of curiosity to solve problems. You thrive in an autonomous, fast-paced environment with minimal oversight and enjoy immersing yourself in the culture of Tomofun, the pet tech industry, and the rapidly expanding information technology age.

(Note: This role starts with a 6-month probationary contract designed for your success. During this period, you’ll receive hands-on onboarding, coaching, and clear expectations to help you hit your stride. Upon a successful performance review at the 6-month mark, you will transition to a permanent team member with access to our full suite of benefits.)

 

【 What you'll do 】

• Uphold company values by bringing innovation and joy to every pet lover in the world.
• Effectively resolve customer inquiries with accuracy, empathy, and professionalism.
• Articulate and escalate technical issues clearly and concisely to product teams to monitor performance and drive improvements.
• Triage incoming requests and identify trends/patterns to proactively flag issues and propose solutions for the rest of the team.
• Contribute to the team’s learning and success through mentorship, collaboration, and thorough documentation.
• Maintain a resilient, customer-focused, and positive attitude in every interaction.

 

【 Who you are 】

To be successful in this role, you must have…

• HUGE, ENORMOUS love for pets and passion for solving pet parents' problems!
• 2+ years of exceptional customer relationship experience, with a focus on inbound customer-related questions.
• Genuinely enjoys talking to people and finding creative solutions to everyday problems.
• Superior communication skills - clear, concise, and empathetic even under pressures.
• A proactive problem-solver who identifies root causes to deliver exceptional customer "wow" moments.
• Ability to master new technology quickly and find answers independently - if you don't know the answer, you know where to look and who to ask.
• A consistently positive and uplifting attitude.
• Desire to have a direct impact within a tight-knit, growing team.

 

It’s Not Required, But Awesome If You Have..

• Experience creating knowledge base content, instructional guides, or FAQs.
• Previous experience as a Subject Matter Expert (SME) or leading a team.
• IT or technical support background (hardware and app troubleshooting).
• Experience working cross-functionally to identify and resolve product pain points.
• Flexibility to work evenings or weekends as needed to support our global community.

 

【 Perks & Benefits 】

🛡️Health & Wellbeing (The Essentials)

• HMO Coverage from Day 1: Your health shouldn't have a waiting period. Enjoy comprehensive medical coverage from the moment you join the team.
• Competitive Paid Time Off (PTO): We value results over "hours clocked." Our competitive PTO ensures you have the space to unplug, recharge, and return at your best.
• Pet Health Benefits: Your furry family members are part of the team, too. We provide pet health benefits because their wellbeing is just as important as yours.

🚀 Growth & Global Impact

• The Rare Opportunity to Redefine an Industry: Be a builder, not just a passenger. Join us early enough to directly influence and redefine the gold standard of customer service in a high-velocity, rapidly growing company.
• International Collaboration: Join an international team fueled by a passion for creating genuine global change.
• Taiwan HQ Workshops: Bridge the distance. Pack your bags for our Taiwan HQ to participate in high-energy workshops and deep-dive immersions at the heart of our operations.

🐾 The Furbo Culture

• Free Furbo Pet Camera: Celebrate your milestone! Once you’re a permanent member of the pack, we’ll gift you your very own Furbo pet camera to stay connected with your best friend.
• Playful Pet Meet & Greets: Experience the pure joy of connecting with colleagues and their furry babies through regular pet meet and greets, fostering a vibrant and inclusive workplace.
• Monthly Team Bonding: From monthly team-building activities to community lunches, we make sure you’re well-connected and well-fed.

🏡 Your Daily Environment

• Comfortable & Creative Workspace: Skip the sterile cubicles. Work in an environment designed to feel as cozy, inspiring, and comfortable as your own home.
• "Come As You Are" Dress Code: Authenticity over aesthetics. We care about your ideas and your output, not your wardrobe—so feel free to leave the formal wear at home.
• Snacks for Everyone: Love to eat? Our pantry is always stocked to keep your energy up throughout the day.

 

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