---
title: 'Customer Care Representative at Golden Pet Brands'
canonical: 'https://feeny.ai/job/customer-care-representative-golden-pet-brands-remote-xdde0hhe3gdk'
type: 'job'
last_seen: '2026-10-18'
---

# Customer Care Representative at Golden Pet Brands

- **Company:** Golden Pet Brands
- **Location:** Remote
- **Work type:** remote
- **Posted:** 2026-05-06
- **Last confirmed live:** 2026-10-18
- **Apply:** https://job-boards.greenhouse.io/goldenpetbrands/jobs/4693029005

## Job description

Creating a world where pets live longer, healthier lives, from their very first meal.

[Learn more about our brands.](https://goldenpetbrands.com/our-brands)

We’re Looking For A: Customer Care Representative

Location: Remote

What You’ll Be Doing:

- Customer Service & Problem Resolution

- Use multiple systems simultaneously to resolve customer inquiries efficiently
- Research and reconcile problems by clarifying the customer’s concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily
- Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction
- Correct/update customer information accurately as needed to ensure current and reliable records
- Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records
- Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience

Sales, Retention & Revenue Growth

- Engage customers in reconsidering cancellation by highlighting benefits, reinforcing value, and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction
- Identify upsell and cross-sell opportunities during service interactions by recognizing customer needs and recommending relevant products, services, or upgrades that add value
- Convert inbound inquiries into revenue by confidently presenting offers, handling objections, and guiding customers toward a purchase decision
- Meet or exceed individual and team sales targets, retention goals, and contact center performance metrics to drive revenue and uphold service quality
- Efficiently fulfill customer order requests to enhance their experience, encourage repeat business, and identify opportunities for add-on sales

Feedback & Process Improvement

- Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction
- Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

- High School Diploma or GED
- 1-2 years in a customer service role
- 1 year customer service in a Contact Center setting (preferred)
- Proficiency using windows-based applications, Google Suite, and Microsoft Office software (preferred)
- Working knowledge of call center systems and/or workflows (preferred)

Golden Perks & Benefits:

- Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
- Annual bonus
- We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
- 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
- Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. [Learn more.](https://www.goldenhippo.com/esop)
- Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
- Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
- Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
- Potential for quarterly KPI bonuses.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click [here](https://www.golden-careers.com/Nationwide-Salary-Transparency) to find the pay differential in your state of residence if the role is remote.

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location. We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

A Note to Recruiting Agencies: At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding.

Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters will only contact applicants from our official company e-mail domain, (NAME@GOLDENPETBRANDS.COM) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters will never send you checks, or ask you to disclose personal financial details.

[Click here to learn more about general internet safety and our hiring practices.](https://www.goldenhippo.com/internet-safety)

## About Golden Pet Brands

## Company Overview
- **One-liner**: Golden Pet Brands is a premium pet nutrition company that manufactures and markets freeze-dried raw and air-dried pet food and treats, focused on longevity and health for pets.
- **Entity Type**: Private (Privately Held)
- **Headquarters**: El Segundo, California, USA (also operates offices in North Hollywood, CA)
- **Founded**: 2017 (with a note that BuiltIn lists 2026 as the founding year, likely reflecting a rebrand or restructuring)
- **Founders**: Not publicly disclosed

## Core Business
- **Primary Industry**: Pet Services / Pet Nutrition & Food Manufacturing
- **Target Customers**: B2C (pet owners) and B2B (retail partners, national accounts)
- **Mission Statement**: "Creating a world where pets live longer, healthier lives, from their very first meal." [goldenpetbrands.com](https://goldenpetbrands.com/)

## Products & Services
- **Badlands Ranch**: Freeze-dried raw and air-dried pet food and treats brand.
- **Dr. Marty Pets**: Premium freeze-dried raw pet food brand.
- **Golden Pet Manufacturing**: Vertically integrated manufacturing operations at facilities in Germantown, Wisconsin and Seward, Nebraska, handling everything from ingredient receiving through finished-product testing. [goldenpetbrands.com](https://goldenpetbrands.com/)

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: 178 total employees, with a monthly headcount growth rate of +27.3% [builtin.com](https://builtin.com/company/golden-pet-brands)
- **Notable Investors/Partners**: Not publicly disclosed. The company is privately held.
- **Growth Signals**:
    - Opened new offices in El Segundo and North Hollywood in February 2026 [linkedin.com](https://www.linkedin.com/company/golden-pet-brands-llc)
    - Won two Gold Awards at the Hermes Creative Awards and a Silver Stevie Award at the American Business Awards in April 2026 [linkedin.com](https://www.linkedin.com/company/golden-pet-brands-llc)
    - Active hiring with 15+ open positions across marketing, technology, and operations
    - Strong talent pipeline from Golden Hippo® (50+ employees), indicating a shared talent ecosystem [linkedin.com](https://www.linkedin.com/company/golden-pet-brands-llc)

## Competitive Advantages
- **Vertically Integrated Manufacturing**: Operates two U.S. production facilities, controlling the entire process from ingredient sourcing to finished product testing, ensuring quality and supply chain control. [goldenpetbrands.com](https://goldenpetbrands.com/)
- **Premium Product Focus**: Specializes in minimally processed, nutrient-dense pet nutrition (freeze-dried raw and air-dried), a growing segment in the pet food market.
- **Strong Brand Portfolio**: Manages recognizable brands like Dr. Marty Pets and Badlands Ranch, which have established customer bases.
- **Employee Ownership**: Offers an Employee Stock Ownership Plan (ESOP), aligning employee incentives with company success. [goldenpetbrands.com](https://goldenpetbrands.com/)

## Strategic Focus
- **Growth & Expansion**: Scaling the business through new office openings, aggressive hiring, and expanding retail partnerships (e.g., hiring Territory Sales Managers).
- **Digital & E-commerce**: Investing in digital acquisition marketing, eCommerce payments, and fraud management to strengthen online sales channels.
- **Innovation**: Actively hiring an Innovation Brand Manager, suggesting a focus on new product development and brand expansion. [greenhouse.io](https://job-boards.greenhouse.io/goldenpetbrands)
- **Talent Acquisition**: Building out HR and talent acquisition teams to support rapid headcount growth.

## Why Work Here
- **Culture & Values**: Described as collaborative, fast-moving, and supportive, with a strong emphasis on employee voice and autonomy [goldenpetbrands.com](https://goldenpetbrands.com/). The company is "100% dedicated to creating and fostering a safe, collaborative, supportive, and creative workplace." [goldenpetbrands.com](https://goldenpetbrands.com/)
- **Work Policy**: Hybrid workspace — employees are encouraged to come to the office at least 2 days per week for collaboration. Free lunch is provided on on-site days. Some roles are fully remote. [builtin.com](https://builtin.com/company/golden-pet-brands)
- **Compensation & Benefits**: 
    - Employee Stock Ownership Plan (ESOP)
    - 100% employer-paid benefits for employee-only plans
    - Generous matching 401k plan
    - Performance bonuses
    - Home-office stipend for remote employees
    - Tuition reimbursement and professional development opportunities
    - Generous parental leave and adoption assistance
    - Family medical leave [builtin.com](https://builtin.com/company/golden-pet-brands)
- **DEI**: Has a diversity manifesto and a highly diverse management team. Mandated unconscious bias training is provided. [builtin.com](https://builtin.com/company/golden-pet-brands)
- **Engineering Culture**: Modern technology stack used across teams; autonomy and ownership encouraged. Currently hiring for Lead Software Engineer in Test and Sr. NetSuite Systems Developer. [builtin.com](https://builtin.com/company/golden-pet-brands)

## Sources
1. [goldenpetbrands.com](https://goldenpetbrands.com/)
2. [careers.goldenpetbrands.com](https://careers.goldenpetbrands.com/)
3. [builtin.com](https://builtin.com/company/golden-pet-brands)
4. [linkedin.com](https://www.linkedin.com/company/golden-pet-brands-llc)
5. [greenhouse.io](https://job-boards.greenhouse.io/goldenpetbrands)

## Other roles at Golden Pet Brands

- [Assistant Brand Manager](https://feeny.ai/job/assistant-brand-manager-golden-pet-brands-el-segundo-ca-and-or-burbank-3x776qcx4761) — El Segundo CA And/or Burbank, CA
- [Senior Creative Video Strategist (Paid Ads)](https://feeny.ai/job/senior-creative-video-strategist-paid-ads-golden-pet-brands-remote-ab6btf3er6zj)
- [Territory Sales Manager - Upper Midwest](https://feeny.ai/job/territory-sales-manager-upper-midwest-golden-pet-brands-minnesota-wisconsin-7x127xmem59e) — Minnesota Wisconsin Illinois Michigan, IN
- [Territory Sales Manager - Pacific Northwest](https://feeny.ai/job/territory-sales-manager-pacific-northwest-golden-pet-brands-washington-r0athgxp2bzn) — Washington, DC
- [Territory Sales Manager - Central Midwest](https://feeny.ai/job/territory-sales-manager-central-midwest-golden-pet-brands-kansas-missouri-iowa-37hpq17acwey) — Kansas Missouri Iowa, NE
- [Office Manager & Executive Assistant](https://feeny.ai/job/office-manager-executive-assistant-golden-pet-brands-burbank-veqza605z440) — Burbank, CA
- [Data Analyst II - Retail Distribution & 3PL Operations](https://feeny.ai/job/data-analyst-ii-retail-distribution-3pl-operations-golden-pet-brands-chatsworth-6bsk38jv8en2) — Chatsworth, CA
- [Creative Video Strategist (Paid Ads)](https://feeny.ai/job/creative-video-strategist-paid-ads-golden-pet-brands-burbank-north-hollywood-y0xdc60da9rt) — Burbank/north Hollywood, CA
- [Sr. Service Desk Specialist](https://feeny.ai/job/sr-service-desk-specialist-golden-pet-brands-el-segundo-ca-and-or-burbank-north-jk4hjhcfhry6) — El Segundo CA And/or Burbank/north Hollywood, CA
- [Chief People Officer](https://feeny.ai/job/chief-people-officer-golden-pet-brands-el-segundo-ca-and-or-burbank-north-rdz88r6rgneg) — El Segundo CA And/or Burbank/north Hollywood, CA