Customer Support Specialist

Job Description

Job Description

Position: Support Specialist

Division: Customer Operations

Location: Chicago, IL (Hybrid, 3 days onsite/week)

Salary: $55–65K

What Goose Offers

• Great working environment with a family oriented culture.
• Health, Dental, and Vision Insurance: 85% coverage for employees, 60% for dependents.
• Flexible PTO (vacation, sick, personal days) plus 5 company holidays.
• Opportunities for professional development and career growth.
• A collaborative, inclusive, and supportive team environment.

Work Environment

• This role is ideal for someone who genuinely enjoys helping people and wants to grow within a fast-moving startup.
• Because of the close collaboration with our team, we prefer candidates based in the greater Chicago area who can work onsite three days per week. 

About the Role

• Goose is hiring a Support Specialist to join their growing Customer Operations team.
• You’ll be on the front lines of the customer experience — resolving issues, deepening product expertise, and helping shape the systems that make great support scalable.
• You’ll report to our Senior Support Specialist and work closely with teams across Customer Success and Implementation.
• This is a net-new role with clear early KPIs (time to respond, time to close, DSAT) and the opportunity to help define future success metrics as you grow.

What You’ll Do

• Manage and resolve inbound support tickets across chat, email, and additional channels with accuracy, empathy, and care.
• Become a product expert, developing a deep understanding of Goose’s platform to guide customers through issues and workflows.
• Partner with our offshore support team to ensure smooth handoffs and consistent customer experiences across time zones.
• Identify recurring issues and customer friction points, escalating trends to senior team members and leadership.
• Collaborate with Customer Success and Implementation on cross-functional customer needs.
• Participate in weekend support rotation and shared team coverage schedules.
• Maintain internal documentation, support playbooks, and training materials.

Necessary Skills Needed

• 1–3 years in customer support, customer success, or another customer-facing role.
• Clear, empathetic communication skills — written and verbal — with the ability to simplify complex concepts.
• A problem-solving mindset and curiosity about root causes, not just quick fixes.
• Strong organizational habits and comfort managing multiple open issues.
• Ability to thrive in a fast-paced startup environment where processes evolve.
• Familiarity with support tools (Intercom, HubSpot, Zendesk, etc.) or a willingness to learn quickly.

Bonus Points if You Have…

• Experience in pet services, hospitality, or other service-based industries.
• Background in SaaS support at an early-stage startup.
• Interest in growing into a senior or lead support role over time.