Support Specialist

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🕒 May 7

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MoeGo

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

☁️ SaaS

💰 $6.5M Seed Round on 2022-04

B2B • SaaS

MoeGo is a next-generation pet care platform designed for grooming, boarding, daycare, and multi-service facilities. It provides a scalable and user-friendly solution that streamlines scheduling, enhances customer relationships, and supports business growth. MoeGo empowers pet care businesses with an all-in-one platform, offering services such as mobile grooming, boarding, retail, and more. The company aims to make pet care operations more efficient and joyful by leveraging technology, enabling both pet professionals and pet parents to focus on their core activities. MoeGo offers various plans to cater to businesses of all sizes, from solo operators to large franchises, emphasizing improved communication, scheduling, and customer management.

📋 Description

• Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable) • Troubleshoot and resolve common to moderately complex product issues independently • Provide clear, friendly, and professional communication tailored to each customer’s needs • Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT) • Prioritize and manage a high volume of tickets while maintaining accuracy and quality • Document resolutions thoroughly, ensuring proper categorization and clear notes • Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation • Create or update knowledge base articles to improve self-service and team efficiency • Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed • Support newer team members by sharing knowledge and best practices as you grow in the role

🎯 Requirements

• 1–3+ years of experience in a customer support role, ideally in a SaaS or technology environment • Experience supporting customers via a ticketing system and/or live chat • Typing speed of 80 words per minute (WPM) or higher • Strong troubleshooting and problem-solving skills • Excellent written and verbal communication skills • Ability to explain technical concepts clearly to non-technical users • Comfort managing multiple priorities in a fast-paced environment • Customer-first mindset with strong ownership and accountability

🏖️ Benefits

• Flexible benefit plans for employees and their family members at no cost to employees • 401(k) matching