Tech Support Specialist

Job description

Who We Are Paw Partner was built by independent pet care business owners and is still independently owned—not private equity or venture capital. While much of the industry is consolidating around investors, we've chosen a different path. More than 60% of our company works in customer support because we believe great service—not aggressive sales—is how we earn loyal customers The Role Support is the heart of Paw Partner. As a Technical Support Representative, you'll help pet care businesses succeed by solving problems over the phone and through tickets while also building new customer accounts. You'll help independent pet care businesses succeed—not just answer questions. This position will require someone to work the 9AM-5:30 PM PST How This Role Lives Our Values Scoop the Poop — when a customer's mistake creates hours of cleanup, “we'll handle it” is our default — not “here's how to fix it yourself.” Return on Kindness — you're empowered to refund fees or extend trials without manager approval. Every customer gets the same care, regardless of size. Grow With You, Not Off You — we've added benefits every year since founding, even before we were profitable — as we grow, this role grows with us. Ideal Candidate Think of three overlapping circles: High-Volume Support (you've run a busy phone/ticket queue without losing your cool), Technical Aptitude (you like digging into settings and logic to solve a puzzle, not just using software on the surface), and Pet Care Industry experience. Hitting all three is ideal, but we'd love to meet you if you're strong in the first two — we can teach the industry. You handle pressure with grace (think veterinary receptionist or medical scheduler), speak “settings” fluently, and bring real phone presence. Values Alignment We move fast, laugh a lot, help each other, and genuinely enjoy solving problems together. If that sounds like the kind of team you want to be part of, you'll fit right in. You genuinely care about small business owners and love the pet industry — this can't be faked on a support call, and customers can tell the difference You care about your teammates as much as your customers. We lean on each other to get through the day You're self-disciplined, organized, and flexible with the realities of remote work You're someone who rolls up your sleeves and gets it done, no matter the task. We can teach systems and product knowledge — this kind of work ethic is what we're really hiring for What You'll Do Handle 15–25 support calls and respond to 15–30 tickets per day Complete new customer account builds per week Collaborate with the technical team to troubleshoot customer issues Maintain accurate records of customer interactions and resolutions Skills & Competencies Strong technical aptitude — confident learning complex product settings, and able to explain them to non-technical users Excellent written and verbal communication; organized under pressure Reliable, self-motivated, thrives in a fast-paced team Nice to have: pet care industry experience, or prior use of Paw Partner Compensation & Benefits Salary: $40,000/year + $2,000 annual bonus (total amount based on performance) Health, vision, and dental (50% of premiums covered) 401K (with 3% company match) 10 days PTO (15 after year one) + 6 paid holidays Training & Applying Structured onboarding: Builds Training → Ticket Training → Phone Training (shadowing through full rotation). To Apply: Please use the Apply button on this posting to submit your application. Process: Resume/cover letter review 30-min screening call 1-hour second interview Reference checks (we require speaking with past direct managers).