Customer Support Specialist (Tier 1 + 2)
AI in this role
š¶ Our mission
Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. AtĀ Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.
š The opportunity
Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the U.S. Weāre a small but mighty startup team of <50 employees. Weāre on the lookout for an experienced Customer Support Specialist (Tier 1 + 2) based in the Texas or Georgia areaĀ to help support our clients with their wellness plans and payments.
š» The role
At Snout, weāre looking for someone as a Customer Support Specialist (Tier 1 + 2), who thrives on solving tough customer challenges in a fast-moving tech environment. Youāll be the go-to for Tier 1 and Tier 2 issues across phone, email, and chat, working directly with veterinarians and pet parents to turn problems into positive experiences. You will also handle cancellation requests and be responsible for limiting churn. Youāll dig into complex cases, uncover root causes, and collaborate with product, operations, payments and support teams to implement solutions that make our workflows smarter and smoother. Clear, empathetic communication along with problem solving are your strengths, and even in tough situations, youāll leave customers feeling supported.
This is more than a support role; itās a chance to grow with a fast-moving startup while helping shape the way we care for pets. Youāll track trends, document resolutions, and help build scalable processes that improve the entire support experience. If youāre proactive, empathetic, and energized by solving challenging problems in a tech-driven environment, we want you on our team!Ā
Apply today and help Snout grow while making a lasting impact on pets and the people who love them.
Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box ā and thatās okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of āwhat weāre looking forā including the first bullet point. If you need any accommodations during the application or interview process, please let us know ā weāre happy to support you.
š What youāll do
- 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
š”What we're looking for
- 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
š What will make you stand out
- 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
š Why you should join Snout
- Fast growing, venture capital backed technology company focused on improving access to veterinary care
- Ability to have a meaningful impact from Day 1, where your voice and opinion matters
- Unlimited potential to grow in your career, learn and expand your skillsets
- Collaborative, flexible, and friendly culture
ā Why this role might not be a fit for you
- You aren't based in Texas or Georgia
- You donāt have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community
- A fast-moving, startup culture feels overwhelming to you
- You donāt enjoy helping clients and canāt handle dealing with negative or difficult clients
- Youāre uncomfortable juggling multiple priorities and wearing multiple hats
- You arenāt comfortable with ambiguity and figuring things out as you go
- You donāt live near an airport, have the flexibility to travel or to work weekend shifts as needed
šø Compensation
- $40 000 - $50 000 base salary
āļøBenefits
- Day 1 medical/dental/vision benefits
- Flexible time off + 11 Snout calendar holidays
- Paid parental leave
How we score this
Customer Support Specialist (Tier 1 + 2) at Snout scores 35 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.
Classification
AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.
- AI Level 480 to 100
- AI Level 360 to 79
- AI Level 240 to 59
- AI Level 10 to 39
Bands come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.
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