Customer Support Specialist (Tier 1 + 2) jobs in United States
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Snout · 3 months ago

Customer Support Specialist (Tier 1 + 2)

positionMichigan
timeFull-time
remoteHybrid
seniorityEntry, Mid Level
money$40K/yr - $50K/yr
date2+ years exp

Snout is a fast-growing wellness plan provider in the veterinary space, dedicated to making pet care accessible. They are seeking a Customer Support Specialist (Tier 1 + 2) to resolve customer challenges across various channels and improve the support experience for clients.

Health CareSoftwareVeterinary

Responsibilities

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

Qualification

Customer support experienceVerbalProblem solving skillsWritten communicationEmpathyTechnology proficiencyEmotional intelligenceProactive mindsetStartup experienceVeterinary clinic experience

Required

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

Preferred

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

Benefits

Medical/dental/vision benefits

Company

Snout

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Snout makes veterinary care accessible to all pet owners through instant, universal financing - with no credit checks, breed, or age restrictions.
dateFounded in 2014
location
San Francisco, California, USA
people-size11-50 employees
web-link
http://www.snoutid.com/

Funding

Current Stage
Early Stage
Total Funding
$6.79M
2024-01-31Seed
2022-07-22Seed· $3.4M
2021-03-12Seed· $3.39M

Leadership Team

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Emily Dong
CEO and Founder
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Company data provided by crunchbase