Support Specialist 1

Job description

Location: Remote (Canada) Department: Customer Support Reports to: Head of Support About MoeGo 🐾 MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents. Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time. About the Role As a Support Specialist I, you’ll be a key member of MoeGo’s Customer Support team, helping customers successfully use our platform by delivering timely, empathetic, and effective support. You’ll manage customer inquiries independently, troubleshoot moderately complex product issues, and ensure each interaction leaves customers feeling confident and supported. This role is ideal for someone with SaaS support experience who enjoys problem-solving, managing a high volume of requests, and continuously improving the customer experience. Key Responsibilities: - Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable) - Troubleshoot and resolve common to moderately complex product issues independently - Provide clear, friendly, and professional communication tailored to each customer’s needs - Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT) - Prioritize and manage a high volume of tickets while maintaining accuracy and quality - Document resolutions thoroughly, ensuring proper categorization and clear notes - Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation - Create or update knowledge base articles to improve self-service and team efficiency - Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed - Support newer team members by sharing knowledge and best practices as you grow in the role Minimum Qualifications: - 1–3+ years of experience in a customer support role, ideally in a SaaS or technology environment - Experience supporting customers via a ticketing system and/or live chat - Typing speed of 80 words per minute (WPM) or higher - Strong troubleshooting and problem-solving skills - Excellent written and verbal communication skills - Ability to explain technical concepts clearly to non-technical users - Comfort managing multiple priorities in a fast-paced environment - Customer-first mindset with strong ownership and accountability Preferred Qualifications: - Experience supporting B2B SaaS products - Familiarity with support metrics such as CSAT, response time, and resolution time - Experience contributing to documentation or process improvements - Exposure to SMB, multi-location, or enterprise customers - Experience working cross-functionally with Product, Engineering, or Customer Success teams MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching. MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.