Customer Support Specialist (Tier 1 + 2)

Customer Support Specialist (Tier 1 + 2)

Texas • Georgia Member Experience (CX) Remote Full-time

Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.

Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the U.S. We're a small but mighty startup team of <30 employees. We're on the lookout for an experienced

Customer Support Specialist (Tier 1 + 2) based in the Texas or Georgia area to help support our clients with their wellness plans and payments.

At Snout, we're looking for someone as a Customer Support Specialist (Tier 1 + 2), who thrives on solving tough customer challenges in a fast-moving tech environment. You'll be the go-to for Tier 1 and Tier 2 issues across phone, email, and chat, working directly with veterinarians and pet parents to turn problems into positive experiences. You will also handle cancellation requests and be responsible for limiting churn. You'll dig into complex cases, uncover root causes, and collaborate with product, operations, payments and support teams to implement solutions that make our workflows smarter and smoother. Clear, empathetic communication along with problem solving are your strengths, and even in tough situations, you'll leave customers feeling supported. This is more than a support role; it's a chance to grow with a fast-moving startup while helping shape the way we care for pets. You'll track trends, document resolutions, and help build scalable processes that improve the entire support experience. If you're proactive, empathetic, and energized by solving challenging problems in a tech-driven environment, we want you on our team! Apply today and help Snout grow while making a lasting impact on pets and the people who love them. Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that's okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of "what we're looking for" including the first bullet point. If you need any accommodations during the application or interview process, please let us know — we're happy to support you.

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