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About MoeGo 🐾MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents.Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.About the RoleAs a Support Specialist I, you’ll be a key member of MoeGo’s Customer Support team, helping customers successfully use our platform by delivering timely, empathetic, and effective support. You’ll manage customer inquiries independently, troubleshoot moderately complex product issues, and ensure each interaction leaves customers feeling confident and supported.This role is ideal for someone with SaaS support experience who enjoys problem-solving, managing a high volume of requests, and continuously improving the customer experience.Key Responsibilities: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 independentlyProvide clear, friendly, and professional communication tailored to each customer’s needsMeet 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 qualityDocument resolutions thoroughly, ensuring proper categorization and clear notesIdentify recurring customer issues and suggest improvements to workflows, tooling, or documentationCreate or update knowledge base articles to improve self-service and team efficiencyCollaborate with Engineering, Product, and Customer Success teams when escalation or coordination is neededSupport newer team members by sharing knowledge and best practices as you grow in the roleMinimum Qualifications:1–3+ years of experience in a customer support role, ideally in a SaaS or technology environmentExperience supporting customers via a ticketing system and/or live chatTyping speed of 80 words per minute (WPM) or higherStrong troubleshooting and problem-solving skillsExcellent written and verbal communication skillsAbility to explain technical concepts clearly to non-technical usersComfort managing multiple priorities in a fast-paced environmentCustomer-first mindset with strong ownership and accountabilityPreferred Qualifications:Experience supporting B2B SaaS productsFamiliarity with support metrics such as CSAT, response time, and resolution timeExperience contributing to documentation or process improvementsExposure to SMB, multi-location, or enterprise customersExperience working cross-functionally with Product, Engineering, or Customer Success teamsMoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching.MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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