Customer Support Specialist (Tier 1 + 2)

🐶 Our mission

🚀 The opportunity

💻 The role

🛠 What you’ll do

• Handle customer issues over various channels like phone, email, etc., resolving them quickly and effectively
• Investigate complex cases, identify root causes, and work cross-functionally to find solutions
• Communicate clearly and empathetically with customers, ensuring a positive experience even in difficult situations including cancellation requests and preventing churn
• Track and document escalated cases, trends, and resolutions to inform process improvements
• Collaborate with product, operations, and support teams to implement solutions and improve workflows

💡What we're looking for

• 2+ years of experience in customer support or complaints management
• Strong problem solving skills, assertiveness, and proven ability to overcome obstacles and drive resolution
• Empathy and emotional intelligence to manage sensitive or frustrated customers and handle high pressure situations calmly
• Strong verbal and written communication skills applicable to phone etiquette and email composition
• Comfort using and quickly learning technology like Microsoft Office, Google Suite, Slack, Notion, Linear, Fresh Desk, etc.
• Home office with reliable internet, webcam and microphone capabilities
• Flexibility to work weekend shifts and travel once a quarter

🌟 What will make you stand out

• Experience with tools like Slack, Notion or ticketing platforms like FreshDesk, Linear, etc.
• A proactive mindset and willingness to take ownership of issues from start to finish
• Desire and ability to work independently in a fast-paced environment
• Startup or technology company experience
• Veterinary clinic experience

💖 Why you should join Snout

• Experience with tools like Slack, Notion or ticketing platforms like FreshDesk, Linear, etc.
• A proactive mindset and willingness to take ownership of issues from start to finish
• Desire and ability to work independently in a fast-paced environment
• Startup or technology company experience
• Veterinary clinic experience

❌ Why this role might not be a fit for you

• You aren't based in Texas or Georgia
• You don’t have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community
• A fast-moving, startup culture feels overwhelming to you
• You don’t enjoy helping clients and can’t handle dealing with negative or difficult clients
• You’re uncomfortable juggling multiple priorities and wearing multiple hats
• You aren’t comfortable with ambiguity and figuring things out as you go
• You don’t live near an airport, have the flexibility to travel or to work weekend shifts as needed

💸 Compensation

• $40 000 - $50 000 base salary

⚕️Benefits

• Day 1 medical/dental/vision benefits
• Flexible time off + 11 Snout calendar holidays
• Paid parental leave