Customer Service Specialist

Position Overview

The Customer Service Specialist – Marketplace role is responsible for delivering timely and professional support to Mad Paws customers across various communication channels. This includes responding to inquiries via email, phone, live chat, and social media platforms. The role also involves handling general concerns, processing administrative requests such as booking modifications, and reviewing Sitter applications.

Key Responsibilities

• Respond to customer - pet owners and pet sitters inquiries via email, phone, live chat, and social media platforms.
• Provide assistance and resolution for common Marketplace concerns, including booking issues, refunds, and general service questions.
• Review and process pet sitter applications, ensuring all profile details and verification requirements are complete.
• Perform booking modifications, including changes to dates, services, or pricing as requested by Pet Owners or Sitters.
• Escalate high-priority or sensitive issues to senior agents or managers when necessary.
• Follow internal guidelines and workflows to ensure all actions are properly documented and compliant.