Short Term Account Manager

Join the Mad Paws team!

Lead by Co-Founder and CEO Alexis, Mad Paws is made up of a talented and passionate team, managing the largest pet community in Australia. Mad Paws allows pet owners to search for pet sitters in their local area and find someone to look after their best friend when they’re not around. As a team, we work hard but also play hard, making sure never to take ourselves too seriously and enjoy every minute of this exciting adventure.

 

The Role

You’d be joining our Account Management team in Sydney as one of our Account Managers, providing a luxury customer service experience for our customers with longer and more complex bookings.

 

About you

  • You have a passion for helping others and delivering a best-in-class customer experience;

  • You are not afraid of calling up customers - this role is heavily phone based so this is a must;

  • You have strong communication skills, both verbal and written;

  • You have high attention to detail and accuracy: you are highly organised and system oriented;

  • You are able to execute tasks efficiently and effectively;

  • You know how to prioritise and understand that perfection is not the goal: we need to get things done;

  • You are eager to learn and constantly improve yourself; we constantly need to find better ways to do things;

  • You can quickly and efficiently troubleshoot problems and are a problem solver at heart;

  • You are energetic and enthusiastic;

  • You LOVE pets - maybe you have a few yourself or maybe you can’t walk by one without stopping for a pat;

  • You are sufficiently tech savvy: you understand how our website and app work and are able to work with different systems;

  • You have used the Mad Paws platform as an owner or sitter - a bonus but not essential!

 

Your core responsibilities

  • Calling up customers with longer and more complex bookings to help them find the perfect pet sitter and guiding them through the booking process;

  • Reaching out to customers at different stages of the booking experience and delivering exceptional customer support that amazes everyone and drives word of mouth;

  • Providing a luxury customer service experience - empathizing with the customer and determining what their needs are, then assisting them in meeting those needs;

  • Explaining to potential customers how Mad Paws suits their needs;

  • On-boarding and educating our users and helping our pet sitters do the best possible pet sitting job;

  • Documenting customer insights and working with the Product team to identify opportunities for product and process improvements;

  • Working closely with the Lead Account Manager to help create, develop, implement and improve strategies and processes.

 

When and where is this happening:

  • This role is a short term contract. The duration of this position is 2-3 months total with the possibility to extend;

  • Looking to fill the position by the end of April, but we are determined to find the right fit;

  • The position is preferably full-time, but we are also open to part-time work (with a minimum of 3 days a week);

  • The position is based in our pet friendly Head Office in Pyrmont, Sydney.

 

Location: SYDNEY

We’re super excited to receive your applications and we can’t wait to meet you!

  • Ellie (Operations Manager) and Emily (Lead Account Manager)

  • Please e-mail your CV and motivation letter to Emily.tillett@madpaws.com.au

Mad Paws is a proud partner of
Bondi Vet
Bondi Vet
Mad Paws is proud to be a founding partner of The Sharing Hub along with our partners below:

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