Customer Support Specialist (Tier 1 + 2)

Snout•Dallas, TX

8h•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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