Customer Care Representative | RAW K-9

About Us

RAW K-9 is an Australian raw pet food subscription business, BARF & PMR mixes direct to pet owners all over Australia. Founded in 2017, we're a small, close-knit team passionate about canine nutrition and genuine customer relationships. Every mix is chopped, not minced, and backed by our own certified pet nutritionist credentials.

The Role

We're looking for a Customer Care Representative to be the friendly, knowledgeable voice of RAW K-9. You'll be the first point of contact for our customers and enquires — helping with orders, general enquires, altering subscriptions, guiding new customers through the transitioning process, resolving issues with warmth and fairness, and making every customer feel like they (and their pet) are genuinely looked after.

What You'll Do

- Respond to customer enquiries via email in a timely, friendly, and professional manner
- Guide new customers through onboarding and the raw food transitioning process
- Manage subscription changes — pauses, cancellations, delivery updates, order edits — via WooCommerce
- Handle complaints and product issues with empathy, applying our goodwill/refund guidelines consistently and fairly
- Escalate complex, sensitive, or high-value complaints to the founders promptly
- Maintain accurate customer notes and records across WooCommerce.




- Identify recurring issues or friction points and feed them back to the team to improve processes and products

What We're Looking For

- Excellent written and verbal communication — warm, transparent, and empathetic
- Strong problem-solving skills and sound judgement on when to resolve vs. escalate
- Comfortable learning recent systems (WooCommerce, Outlook – must have experience).
- Genuine interest in pets, nutrition, or animal welfare
- Highly organised, with good attention to detail when handling orders and subscriptions
- Previous customer service experience preferred, ideally in e-commerce, subscription, or food/health-adjacent businesses
- Pet owner or pet-lover a bonus (you'll be talking BARF diets all day!)
- Must have own laptop / computer

What We Offer

- $35 per hour
- 10 hours per week. 2 hours per day, preferably 1 hour in the morning and 1 hour in the afternoon.
- Work from home
- Staff discount on RAW K-9 products
- A small team where your voice and ideas genuinely shape the business
- The chance to be part of a growing, purpose-driven Australian pet food brand
- The role is only required for 4 months. As the current representative is going on maternity leave in September 2026. We will reassess after 3 months if the role will continue in December 2026.

Pay: $35.00 per hour

Benefits:

- Work from home

Work Location: Remote

📌 Customer Care Representative (Australia)
🏢 RAW K-9
📍 Australia