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

【 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.

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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