This role involves addressing customer inquiries across various channels, resolving issues, preventing churn, documenting cases, and collaborating with teams to enhance service workflows.
🐶 Our mission
🚀 The opportunity
💻 The role
🛠 What you’ll do
💡What we're looking for
🌟 What will make you stand out
💖 Why you should join Snout
❌ Why this role might not be a fit for you
💸 Compensation
⚕️Benefits
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. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.
Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the U.S. We’re a small but mighty startup team of <50 employees. We’re on the lookout for an experienced Customer Support Specialist (Tier 1 + 2) based in the Texas or Georgia area to help support our clients with their wellness plans and payments.
At Snout, we’re looking for someone as a Customer Support Specialist (Tier 1 + 2), who thrives on solving tough customer challenges in a fast-moving tech environment. You’ll 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. You’ll 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, you’ll leave customers feeling supported.
This is more than a support role; it’s a chance to grow with a fast-moving startup while helping shape the way we care for pets. You’ll track trends, document resolutions, and help build scalable processes that improve the entire support experience. If you’re proactive, empathetic, and energized by solving challenging problems in a tech-driven environment, we want you on our team!
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 — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “what we’re looking for” including the first bullet point. If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.
- 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
- 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
- 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
- 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
- You aren't based in Texas or Georgia
- You don’t 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 don’t enjoy helping clients and can’t handle dealing with negative or difficult clients
- You’re uncomfortable juggling multiple priorities and wearing multiple hats
- You aren’t comfortable with ambiguity and figuring things out as you go
- You don’t live near an airport, have the flexibility to travel or to work weekend shifts as needed
- $40 000 - $50 000 base salary
- Day 1 medical/dental/vision benefits
- Flexible time off + 11 Snout calendar holidays
- Paid parental leave
Similar Jobs
Professional Services
Provide remote customer support for top-tier brands: troubleshoot issues, manage transactions and cases, respond empathetically and accurately, protect customer data, and balance multiple priorities in a fast-paced environment.
Top Skills:
DesktopHard-Wired Broadband InternetLaptopNoise-Canceling Usb HeadsetUsb Headset
Information Technology • Software • Analytics • Business Intelligence
The Customer Support Specialist will assist customers via phone and email, resolve inquiries, troubleshoot technical issues, and build strong relationships, advocating for customer needs while documenting interactions.
Top Skills:
Microsoft Office Suite
Artificial Intelligence • Retail • Software
The Customer Support Specialist handles customer support inquiries, resolving issues promptly and ensuring exceptional service through effective communication and collaboration.
Top Skills:
FreshdeskJIRAMS OfficeSQLZendesk
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
