Customer Experience Associate - Technical Product Support

At Paw Prosper, we help pets live healthier, happier lives at every stage of their journey, whether they're recovering from injury, managing chronic pain, or staying active in their senior years. Our family of pet brands delivers best-in-class, vet-recommended solutions in mobility, rehabilitation, and pain management, including therapeutic devices. With a foundation built on expertise and compassion, we empower pet parents and veterinary professionals with products that support long-term health and quality of life.

Overview

We're looking for a Customer Experience Associate to join our team and become the voice of Paw Prosper across our suite of pet wellness brands. Like our other CX Associates, you'll be the first line of connection between customers and the products we provide, delivering guidance, product education, and support by phone, email, SMS, and any other applicable channel. Your specialty is Product Support for our PEMF and Class 3B and 4 cold laser devices: you'll troubleshoot device issues with customers after they buy, then act as the liaison between the customer and our repair team, keeping every repair moving from intake to return.

Compared with other CX Associate roles, this one has a technical specialty: most of your time goes to device troubleshooting and facilitating repairs, RMAs, and loaner units. Our technicians do the repair and you keep the customer informed and the case on track. The rest looks like any CX Associate's day: order and shipping support, admin and systems upkeep, and helping pet parents and vet clinics after they buy. Pre-purchase questions and product selection go to our Sales team.

Like the rest of our CX team, you'll stay versatile. When volume on your core product line is light, you'll support customers across our other brands and related products. We want a team player who ramps up fast, learns new product lines comfortably, and pitches in wherever the team needs help.

This is a full-time, in-person role based at our Aurora, CO headquarters. It reports to the Head of Customer Experience and works closely with the Customer Experience Team Lead, the sales team, and our repair technicians.

Key Responsibilities

Customer Engagement and Product Support

• Troubleshoot device issues (laser and PEMF therapy devices) with customers by phone, email, and SMS, using product documentation and structured diagnostic steps
• Resolve what you can remotely; know when a device needs a technician's review, repair, or replacement, and set clear expectations with the customer
• Guide customers through setup and correct use based on their pet's mobility, condition, or recovery needs; route clinical questions to the right veterinary or clinical resource, and prepurchase or productselection questions to Sales
• Become an expert in our PEMF and laser product lines and, over time, our other brands' products (training provided)
• Handle a high volume of customer communications with professionalism, urgency, and care
• Own and manage a support ticket pipeline across multiple brands and channels
  
  

Product Support Specialty: Repair Liaison, RMAs, and Loaners

• Be the single point of contact between customer and repair team, from first contact through return
• Open and manage repair cases and RMAs: authorize returns, confirm warranty status, send shipping instructions, and update customers at every stage
• Hand device details and customer context to technicians at intake, then relay diagnosis, estimates, parts, and turnaround back in clear customer updates
• Arrange, ship, and track loaner units, including return reminders and reconciliation
• Document product issues, failures, and suspected adverse events per company procedure
• Maintain clear internal communication channels and regular alignment with Respond technicians and factory teams to streamline repair tracking, technical escalations, and resolution workflows
  
  

Process Improvement and Collaboration

• Build and maintain internal CX resources: troubleshooting guides, repairstatus templates, and macros
• Surface recurring failure modes, repair trends, and customerjourney gaps to product, operations, and quality teams
• Stay current on changes to products, policies, systems, and workflows
• Partner with marketing, growth, product, sales, and fulfillment teams on key customer initiatives
  
  

Flexible Support Across Paw Prosper Brands

• Support other Paw Prosper brands and related products as volume allows
• Ramp up fast on new products, policies, and systems, using existing documentation and teammate guidance
• Pitch in where the team needs help, from tickets and calls to repair or order followup, and share what you learn
• Take on other related duties as business needs evolve
  
  

Qualifications

Required

• 2+ years in a customerfacing role, including 1+ year troubleshooting physical products (electronics, medical devices, mobility or rehab equipment, or similar) with customers by phone or email
• Experience coordinating hardware returns, warranty claims, or RMAs between customers and repair or service teams
• Comfortable on the phone and between teams: you can calmly walk a customer through a device problem and translate technician findings into plain language
• Strong written and verbal communication; confident and compassionate
• Ability to follow and create technical documentation and structured troubleshooting steps, and to learn new products and brands quickly
• Meticulous recordkeeping: accurate serial numbers, case notes, and status updates
• Familiarity with helpdesk/CX platforms (e.g., Commslayer, Gorgias, Zendesk, Kustomer), Shopify, Google Workspace, Slack, InFlow, and VoIP tools like Dialpad or Aircall; comfort learning order and repairtracking systems and AI tools
• Curious and proactive problemsolver with a collaborative, teamfirst attitude and a passion for pets and pet wellness
  
  

Nice to Have

• Background in veterinary, pet wellness, medical device, or rehabilitation equipment
• Handson experience with PEMF, cold laser, red light, or other therapeutic modalities (human or animal)
• Prior experience supporting multiple brands or product lines
  
  

Why Join Paw Prosper?

You’ll be part of a mission-driven, smart, passionate, experienced team dedicated to helping thousands of families support the health and happiness of their pets. We offer a competitive base salary range of $50,000-60,000, along with a performance-based bonus structure. Team members enjoy a 401(k) with a 3% employer match and access to medical, dental, and vision benefits partially covered by the company. Our dog-friendly office means your pup can be part of the workday, too. As we grow, you’ll have meaningful opportunities for career development, cross-training, and making a lasting impact.

Logistics and Location

This is a full-time, in-office position located in Aurora, CO. Standard hours are Monday through Friday, 9 AM to 5 PM MST.

Paw Acquisition I Corp is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Reasonable Accommodation

If you are a qualified individual with a disability and need a reasonable accommodation to apply for a position or perform essential job functions, please contact our HR team at [email protected].

Please note that Paw Acquisition I Corp utilizes automated decision-making technology (ADMT) and AI-assisted tools to help evaluate and process candidate applications. These tools assist our recruitment team by screening qualifications, assessing responses, or matching experience against job requirements.

All automated evaluations are used alongside human oversight. If you have questions regarding our use of AI in hiring or require a reasonable accommodation during the application process, please contact [email protected].