Senior Product Support Specialist

Senior Product Support SpecialistGoose builds an end-to-end software platform for pet service providers, covering both online and front-desk operations, so they can deliver better customer experiences and earn more per customer. Goose is hiring a Chicago-based Tier 2 Customer Support Specialist to own day-to-day escalations for the pet care businesses that run on our platform and act as the support team's working lead. You'll be part of the dedicated escalation team behind our offshore Tier 1 team, so complex issues get solved fast by people who own them. You'll work alongside a second Tier 2 specialist.You'll answer customers in Intercom, solve problems end to end where you can, and escalate cleanly when you can't. You'll also turn what we learn in support into better help articles, product feedback and fewer repeat questions.Reports to: Senior Director of Account ManagementWhat You'll DoTier 2 supportOwn Tier 2 escalations. Take the cases the offshore Tier 1 team hand off: payments and wallet setup, data fixes, deposits, reporting and account configuration.Be the link to engineering. Reproduce bugs, log them in Jira with clear steps and impact, manage the "Waiting for Eng" queue and close the loop with customers.Protect at-risk accounts. Spot customers with repeat or serious issues and bring in the right Account Manager with the full picture.Build the Tier 2 playbooks. Document how Tier 2 issues are solved, so that knowledge lives with support.Feed AI and the help center. Turn solved cases into help articles and AI guidance, and tag every conversation Tier 1 or Tier 2 so routing and reporting stay accurate.Grow the offshore team. Train the offshore team to take on repeatable Tier 2 work (payments and wallet setup, reporting how-to, deposits) starting mid-2027.Cover weekends on rotation. Share a Tier 2 weekend on-call rotation for urgent escalations.Hand off across time zones. Coordinate handoffs with the offshore team so nothing drops between shifts.Surface patterns. Escalate recurring issues and customer pain points to leadership, and work with Implementation and Account Management on cross-team needs.Team leadershipReview ticket quality and coach the offshore teamTune AI answers and handoff rules based on what reaches Tier 2Own routing rules and queue health across Tier 1 and Tier 2What You BringRequired2+ years in B2B SaaS support, including Tier 2 or escalation workExperience leading, coaching or QA-ing a support team, ideally including offshore or distributed teamsHands-on experience with a help desk such as Intercom, HubSpot or ZendeskStrong troubleshooting: reproducing issues, reading account settings and data, and fixing root causes, not just closing ticketsExperience working with engineering on bugs, ideally logging issues in Jira or a similar trackerExperience writing help center articles, macros or internal playbooksClear, warm written and verbal communication, including explaining technical fixes to non-technical business ownersStrong organization and the ability to juggle many open issues in a fast-paced startup where processes are still formingAble to work hybrid in Chicago three days a week, plus your assigned shift and the weekend on-call rotationNice to haveExperience supporting booking, scheduling, payments or point-of-sale softwareExperience in pet services, hospitality or another service industryExperience tuning an AI support agent such as Intercom FinExperience setting up routing rules and queue reporting in a help deskSupport experience at an early-stage SaaS companySchedule, Location and PaySchedule: Monday to Friday, 8:00a–5:00p Central Time, plus a weekend Tier 2 on-call rotationLocation: Chicago, IL, hybrid with three days a week in the office (greater Chicago area preferred)Type: Full-time, starting as soon as possiblePay: $70,000–$80,000 base salary based on skills and experience, plus equityBenefitsHealth, dental and vision insurance: 85% covered for employees, 60% for dependentsFlexible PTO for vacation, sick and personal days, plus 6 company holidaysEquity eligibilityProfessional development and growth opportunitiesHow We'll Measure SuccessBy 90 daysAll Tier 2 escalations handled by the support team, without pulling in Account ManagersTier 2 playbooks documented for the most common escalation typesEvery conversation tagged Tier 1 or Tier 2CSAT on Tier 2 conversations at or above the current baselineBy 6 monthsOffshore team trained and handling repeatable Tier 2 work (payments and wallet setup, reporting how-to, deposits) from July 2027Fin's handoffs to Tier 2 reviewed and tuned at least monthly