moego - Support Specialist 1
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Requirements
• 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 • 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 • MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching.
Responsibilities
• 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 as you grow in the role.
Benefits
• Remote work location in Canada • Comprehensive technology solutions for business operations • Automated booking system • Payment processing tools • Communication and collaboration features within the platform • Opportunity to contribute towards a larger purpose of transforming pet care industry • Support performance metrics including response time, resolution time, and customer satisfaction (CSAT) goals • Access to knowledge base articles for self-service improvement suggestions
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