Job Description

【 About the company 】

At Tomofun, we LOVE pets and technology. Our vision is to bring joy and innovation to every pet lover in the world.

We are pioneers in the pet tech industry. Our debut product, Furbo - the world's first AIoT treat-tossing pet camera, is the #1 bestseller on Amazon in 15 countries, including the US, UK, and JP and have millions of users in 133 countries. In 2019, we launched an AI-powered subscription service, the Furbo Pet Nanny, which sends smart alerts to our users to notify them to check on the safety of their furbabies when they are home alone. Since the launch of Furbo Pet Nanny, we have saved hundreds of pets' lives and are continuing to innovate and develop new features with our state-of-the-art technology.

The learning curve is steep. But the work is exhilarating. Tomofun is on the cusp of a pet-tech boom and we’re looking for smart, innovative thinkers who aspire to incredible things.

> Know more about us: furbo.com | LinkedIn | Medium Tech Blog

Important Note: This is a 5-month seasonal contract. Candidates must have full availability to commit to the entire 5-month duration.

【 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. As a Chat & Email Support Specialist (non-voice), you will deliver exceptional service exclusively through written digital channels.

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.

【 What you'll do 】

• Uphold company values by bringing innovation and joy to every pet lover in the world.
• Effectively resolve high-volume customer inquiries via live chat and email with accuracy, empathy, and professionalism during our peak season.
• Contribute to the team’s success through 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!
• 1+ 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.

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

• Experience creating knowledge base content, instructional guides, or FAQs.
• 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.

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