Amber Mason
Amber M. is a Pet Support Specialist II at Nom Nom, where she plays a vital role in delivering high-quality customer experiences while supporting pet health through personalized nutrition. Working remotely as part of a close-knit team, she balances direct customer interaction across phone and chat with behind-the-scenes operational work, including account adjustments, failed-charge outreach, and pre-transit order management. In addition to her Tier 2 responsibilities, Amber contributes to training new team members, helping maintain a strong, collaborative support environment that reflects the company’s commitment to care and quality.
Amber’s professional approach is rooted in clear communication, transparency, and genuine empathy for both pets and their owners. She believes in being honest and direct with customers, ensuring they fully understand product options and what is best for their pets’ well-being. To Amber, pets are family, and that perspective drives her dedication to doing what’s right—even when it requires difficult or nuanced conversations. Her focus on trust, responsiveness, and meaningful connection has been key to her growth within the company.
Her career path reflects adaptability and a strong commitment to personal growth. Amber began in nursing after completing vocational LPN training, later transitioning into insurance sales before moving into remote customer service roles. She found her stride at Nom Nom, where she has steadily advanced and considers her promotion to Tier 2 her most significant achievement, as it opened the door to expanded responsibilities and continued learning. With roots in hands-on agricultural and veterinary education and active involvement in organizations like the American Cattlemen Association, Amber brings a well-rounded, grounded perspective to her work—one shaped by both professional experience and life on a working farm.
• Licensed Practical Nurse (LPN)
• Tennessee Technological University- B.S.
• American Cattlemen Association
• American Kienia Association (past membership)
What do you attribute your success to?
I attribute my success to the support I have from my family and my husband. He's always pushed me to be successful in whatever I did, it doesn't matter. My family's the same way - they're always hyping me up, telling me good job, way to go. I think that positive attitude around you makes all the difference in the world. You don't have somebody dragging you down. My family and my husband are 100% the reason for my success.
What’s the best career advice you’ve ever received?
The best advice I ever received came from my dad and my grandpa. My dad always told me to work hard. My pa told me that your mind is your own, and it'll either make or break you. He said you have the power to decide whether you're going to be successful or a failure. My grandpa was amazing - he beat cancer four times, and he said he did it because he wanted to, because he believed he could. He taught me that your mind will make you or break you, and you have the power to decide if you're going to be successful or a failure in anything you do. I truly believe that.
What advice would you give to young women entering your industry?
Believe in yourself and surround yourself with people who believe in you. This is gonna sound cliche, but your tribe makes all the difference in the world. If you surround yourself with people who are constantly negative on you and constantly telling you you're doing everything wrong, you're gonna start to believe it. But if you surround yourself with people who believe in you, help you, lift you up, make you feel good about yourself, and let you know that you can do it, you'll start to believe that as well. If you surround yourself with people who tell you you can't make it, eventually you start to think that about yourself. If you surround yourself with people who hype you up and tell you that you can do anything you put your mind to, you'll eventually start to believe that about yourself as well. So choose carefully who your tribe's gonna be.
What are the biggest challenges or opportunities in your field right now?
The biggest challenge in the pet care industry right now is that there are so many companies coming out with fresh food because it's hip, it's trendy - it's kind of the in thing to do. I hope consumers really take their time and research the companies and make sure that's the right company and the right fit for their dog. There are so many coming out because it's so trendy, and I just hope people take time to research and really look into what goes into their dog's food. The biggest opportunity is that we've been around for a long time at Nom Nom - we started in California, in Pittsburgh, 12 to 15 years ago, super small. Clearly we've done something right, because in this industry right now, companies come and they go. We're super transparent - you can see everything on our website. The meals really look like they look when they come out of the bag. When you open a bag of the beef, there's the beef, there's the potato, there's the carrot, there's the pea. We weren't started by a big corporation - we were started by a group of people who loved their dogs, and we still have people working here who were there at the beginning. We're a small team and we really care.
What values are most important to you in your work and personal life?
Truthfulness, bluntness, and honesty are the most important values to me. Especially in my job, I'm so blunt and so honest with consumers because I would want somebody to be blunt and honest with me. If I don't think one of our recipes is gonna work out for a dog, I'm gonna tell them that, even though they want it. I think truthfulness, bluntness, and honesty are the most important things when you're dealing with anybody - maybe not brash or harsh, but just straight and to the point and honest. A lot of customers really appreciate that. I have customers who have been calling and only asking for me for the past four years, and they continue - I'm the only person they'll talk to, just because I'm honest. I believe in the food - if I didn't, I wouldn't give it to my dogs. My dogs are like my kids, and I'm not gonna give my dogs garbage, so I don't want other people to give their dogs garbage. I'm always blunt, honest, open, and 100% transparent about our company and our product.