Tech Support Specialist

This position will require someone to work the 9AM-5:30 PM PST

How This Role Lives Our Values

Scoop the Poop — when a customer's mistake creates hours of cleanup, “we'll handle it” is our default — not “here's how to fix it yourself.”

Return on Kindness — you're empowered to refund fees or extend trials without manager approval. Every customer gets the same care, regardless of size.

Grow With You, Not Off You — we've added benefits every year since founding, even before we were profitable — as we grow, this role grows with us.

Ideal Candidate

Think of three overlapping circles: High-Volume Support (you've run a busy phone/ticket queue without losing your cool), Technical Aptitude (you like digging into settings and logic to solve a puzzle, not just using software on the surface), and Pet Care Industry experience. Hitting all three is ideal, but we'd love to meet you if you're strong in the first two — we can teach the industry. You handle pressure with grace (think veterinary receptionist or medical scheduler), speak “settings” fluently, and bring real phone presence.

Values Alignment

We move fast, laugh a lot, help each other, and genuinely enjoy solving problems together. If that sounds like the kind of team you want to be part of, you'll fit right in.

* You genuinely care about small business owners and love the pet industry — this can't be faked on a support call, and customers can tell the difference
* You care about your teammates as much as your customers. We lean on each other to get through the day
* You're self-disciplined, organized, and flexible with the realities of remote work
* You're someone who rolls up your sleeves and gets it done, no matter the task. We can teach systems and product knowledge — this kind of work ethic is what we're really hiring for

What You'll Do

* Handle 15–25 support calls and respond to 15–30 tickets per day
* Complete new customer account builds per week
* Collaborate with the technical team to troubleshoot customer issues
* Maintain accurate records of customer interactions and resolutions

Skills & Competencies

* Strong technical aptitude — confident learning complex product settings, and able to explain them to non-technical users
* Excellent written and verbal communication; organized under pressure
* Reliable, self-motivated, thrives in a fast-paced team
* Nice to have: pet care industry experience, or prior use of Paw Partner

Compensation & Benefits

* Salary: $40,000/year + $2,000 annual bonus (total amount based on performance)
* Health, vision, and dental (50% of premiums covered)
* 401K (with 3% company match)
* 10 days PTO (15 after year one) + 6 paid holidays

Training & Applying

Structured onboarding: Builds Training → Ticket Training → Phone Training (shadowing through full rotation).

To Apply: Please use the Apply button on this posting to submit your application.

Process:

Resume/cover letter review

30-min screening call

1-hour second interview

Reference checks (we require speaking with past direct managers).