Nutrition & Quality Specialist

Sundays for Dogs is a founder-led brand reimagining pet food so dog owners can spend more quality time with their dogs—now and later. We make human-grade, air-dried food that supports long, healthy lives, and we're building a company that reflects how great teams should work: with low ego, high ownership, honest feedback, creative problem-solving, and a bias toward doing more with less.

We're looking for a knowledgeable, detail-oriented Nutrition & Quality Specialist to join our Food Quality & Safety team at Sundays for Dogs.

• Serve as the primary point of contact for escalated customer inquiries related to canine nutrition, ingredients, food quality, and product safety.
• Explain nutritional concepts, ingredient functionality, feeding guidelines, and dietary transitions in a way that's accurate, approachable, and easy for pet parents to understand.
• Help customers navigate questions about food sensitivities, digestive concerns, and life-stage nutritional needs, recognizing when veterinary consultation is appropriate.
• Partner with Customer Care to resolve complex food-related inquiries via email, chat, and phone.

• Investigate and respond to customer concerns related to product quality, appearance, consistency, packaging, and food safety.
• Identify, document, and escalate potential product quality issues, adverse events, and safety concerns in accordance with established protocols.
• Collaborate with Food Quality & Safety and R&D to investigate customer-reported issues and provide accurate, timely responses.
• Maintain detailed records of customer inquiries, investigations, and resolutions.
• Identify trends in customer feedback that may signal opportunities to improve product quality, customer education, or internal processes.

• Serve as a technical resource for the Customer Care team, helping them confidently navigate questions about our products.
• Partner with Food Quality & Safety, R&D, Veterinary, and Customer Care teams to ensure consistent, scientifically accurate communication.
• Help develop and maintain educational resources, FAQs, and internal training materials related to nutrition, ingredients, and food safety.
• Share recurring customer questions, concerns, and insights with relevant teams to continuously improve our products and customer experience.

• First 30 Days: Complete onboarding on Sundays' products, ingredients, nutritional standards, and food safety protocols. Shadow Customer Care and Food Quality & Safety to understand common customer questions and existing escalation processes.
• First 3 Months: Independently manage 90%+ of assigned technical customer inquiries, providing accurate, empathetic, and timely responses. Establish a clear process for documenting, tracking, and escalating food quality and safety concerns.
• Ongoing — Response Time: Respond to 95% of assigned customer inquiries within 1 business day.
• Ongoing — Resolution & Accuracy: Maintain a 95%+ quality assurance score on customer responses, ensuring scientific accuracy, clear communication, and appropriate escalation of medical or food safety concerns.
• Ongoing — Continuous Improvement: Identify recurring customer questions and product concerns, sharing monthly insights with Food Quality & Safety, R&D, and Customer Care to improve education, processes, and product quality.

• Veterinary Background: 2+ years of experience as a Veterinary Technician or Veterinary Assistant in a clinical setting. RVT, LVT, or CVT certification strongly preferred.
• Nutrition Knowledge: Strong foundational understanding of canine nutrition, digestion, dietary needs, and common food-related health concerns.
• Excellent Communication: Ability to take complex veterinary or scientific information and communicate it clearly, accurately, and empathetically to pet parents.
• Customer-Centric Mindset: Genuine interest in helping dog owners, with the patience and judgment to navigate sensitive or complex customer questions.
• Attention to Detail: Strong documentation skills and the ability to identify, investigate, and appropriately escalate potential quality or safety concerns.
• Problem-Solving Skills: Comfortable investigating issues, gathering relevant information, and collaborating across teams to find solutions.
• Self-Starter: Highly organized, resourceful, and comfortable managing responsibilities independently in a remote environment.
• Tech-Savvy: Comfortable working with customer support platforms (e.g., Zendesk), documentation systems, and digital communication tools.
• Bonus Points For:
• • Experience working in the pet food, animal nutrition, or animal health industry.
  • Familiarity with AAFCO nutritional standards and pet food labeling.
  • Experience handling customer-facing technical inquiries or product quality concerns.
  • Additional education or specialized training in canine nutrition.