Customer Support Specialist Tier 1 2
Core
Tier 1 and Tier 2 customer support for a veterinary wellness plan provider, handling payments, cancellations, and complex cases via phone, email, and chat.
Role type
Customer Support Specialist (Tier 1 + 2)
Builds
Customer support workflows and retention strategies for veterinary clinics and pet owners
Domain
Veterinary services / Pet health technology
Deliverable
client delivery
Required skills
problem solving, empathy, clear verbal and written communication, technology adaptability
Preferred skills
ticketing platform experience, proactive ownership, independent work, startup experience, veterinary clinic experience
Technologies
Microsoft Office, Google Suite, Slack, Notion, Linear, Fresh Desk
Responsibilities
Resolve customer issues across phone, email, and chat; investigate complex cases and identify root causes; handle cancellation requests and prevent churn; document trends and resolutions; collaborate cross-functionally to improve workflows
Seniority
Mid-level, hands-on IC