MoeGo is looking for a Support Specialist 1 to join our Customer Support team. You’ll help our customers—pet care business owners—successfully use our platform by delivering timely, empathetic, and effective support. Your role is to troubleshoot moderately complex issues independently and ensure each customer interaction leaves them feeling confident and supported.
What You'll Do
- Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone
- 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
What We're Looking For
- 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
Nice to Have
- Experience supporting B2B SaaS products
- Familiarity with support metrics such as CSAT, response time, and resolution time
- Experience contributing to documentation or process improvements
- Exposure to SMB, multi-location, or enterprise customers
- Experience working cross-functionally with Product, Engineering, or Customer Success teams
Team & Environment
You’ll be a key member of our Customer Support team, reporting to the Head of Support. We’re committed to transforming the future of pet care business and helping “pet-repreneurs” build thriving businesses. You’ll find a career that combines innovation with heart in a diverse and inclusive work environment.
Benefits & Compensation
- Flexible benefit plans for employees and their family members at no cost to the employees
- 401(k) matching
Work Mode
This is a remote position open to candidates in Canada.
MoeGo 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.
