Customer Support - Pet Tiger

Silo•Fresno, CA

8d•$21 - $24•Onsite

About The Position

Pet Tiger, now part of Silo Technologies, is the leading agricultural labor management platform built for growers, packers, shippers, and distributors across California's Central Valley and beyond. We're looking for a reliable, customer-focused Customer Support Specialist to join our in-person team in Fresno and serve as a primary point of contact for our customers. This is a great opportunity for someone who enjoys problem-solving, working with people, and growing with a fast-moving SaaS company in the agriculture industry.

Requirements

1–3 years of experience in a customer support, customer service, or account support role
Strong written and verbal communication skills
Capable of handling phone-based, email, and chat support
Strong learner able to pick up and navigate software platforms
Organized and detail-oriented with the ability to manage multiple open issues simultaneously
Must be located in or able to commute to Fresno, CA — this is an in-person role

Nice To Haves

Bilingual in English and Spanish — many of our customers operate in agricultural labor environments where Spanish is the primary language
Technical support and troubleshooting experience
Familiarity with agricultural operations, labor management, or field workforce tools
Experience with HubSpot service hub, Zendesk, or similar support ticketing platforms
Familiarity with HubSpot CRM or other similar customer management platforms
Prior exposure to SaaS platforms or B2B software support

Responsibilities

Serve as the first point of contact for inbound customer support calls, emails, and tickets from Pet Tiger customers
Triage, prioritize, and resolve issues related to timekeeping, attendance tracking, workforce management, and platform configuration
Log and manage tickets in our support system, maintain response SLAs, and escalate unresolved technical issues to the product/engineering team with clear documentation
Communicate with customers using a sense of urgency and professionalism, setting clear expectations on timelines and resolution
Develop deep platform knowledge of Pet Tiger (desktop, reports, and mobile components)
Flexible and ready to engage and support customers as Pet Tiger transitions from desktop to cloud-based software
Cross-train on Tiger Jill software
Cross-train on the Silo platform
Contribute to and maintain the customer knowledge base with FAQs, how-to guides, and troubleshooting articles
Triage inbound sales inquiries, gathering customer and contact information and needs before routing to the appropriate sales team member
Participate in team standups, Customer Engagement team meetings, and training sessions
Provide light implementation support and coordination with Finance on invoicing questions during the company integration period (transitional)