Support Specialist

Support Specialist

We are looking for a Support Specialist to join our growing Customer Operations team. This is a hands-on support role where you'll be on the front lines of the customer experience resolving issues, building product knowledge, and contributing to the systems that make great support repeatable. You will report to a Senior Support Specialist.

This role is best suited for someone who genuinely enjoys helping people and wants to grow in a fast-moving startup environment. Given the close working relationship with our team, our preference is for this candidate to live in the greater Chicago area, with a hybrid schedule (3 days in office).

Manage and resolve inbound support tickets across chat, email, and other channels with quality and care.

Become a product expert developing a deep understanding of our platform to confidently guide customers through issues and workflows.

Partner with the offshore support team to ensure smooth handoffs and consistent customer experiences across time zones.

Flag recurring issues and customer friction points to senior team members and leadership.

Collaborate with Implementation and Customer Success on customer needs that span teams.

Contribute to weekend support rotation and shared team coverage schedules.

Help maintain internal documentation, support playbooks, and training materials.

You'll be successful in this role if you have

• 13 years of experience in customer support, customer success, or a customer-facing role.
• Clear, empathetic communication written and verbal with an ability to simplify complex information for non-technical users.
• A problem-solving mindset: you don't just close tickets, you want to understand why something happened.
• Strong organizational habits and the ability to manage multiple open issues without dropping the ball.
• Comfort working in a fast-paced environment where processes are still being built.
• Familiarity with support tooling (Intercom, HubSpot, Zendesk, or similar) or a willingness to learn quickly.

Bonus Points

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

What we offer

• Competitive salary and performance-based bonuses.
• Health, Dental, and Vision Insurance: 85% coverage for employees, 60% for dependents.
• Flexible PTO including vacation, sick, personal days, and 5 company holidays.
• Opportunities for professional development and growth.
• Collaborative and inclusive work environment.