Associate Customer Support Representative (Pet)

DaySmart

United States

Hybrid

USD 22,957 - 32,697

Full time

14 days+

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Benefits offered by this job

Competitive salary

Medical, dental, vision benefits

401k with company match

Open PTO

Flexible work environment

Job summary

A leading pet care software company is seeking an Associate Customer Support Representative. You will be the first point of contact for customers, providing exceptional support through various channels. The role demands problem-solving skills in a fast-paced environment, and candidates should have prior customer support experience and strong communication abilities. This position offers flexible work options including remote and hybrid opportunities.

Qualifications

Previous experience in customer support, preferably in a SaaS environment.
Excellent written and oral communication skills.
Proficient in finding software solutions to business problems.

Responsibilities

Provide phone, chat, and email support to customers.
Troubleshoot technical issues and escalate complex problems.
Train customers on software features and functionalities.

Skills

Customer support experience

Technical troubleshooting

Excellent communication skills

Detail-oriented

Tech-savvy

Tools

Salesforce

Intercom

Job description

Associate Customer Support Representative (Pet)

DaySmart Pet (formerly 123Pet Software) is dedicated to transforming the way pet care providers do business. With features like effortless appointment scheduling, integrated credit card processing, and streamlined client communication, DaySmart Pet offers an all-in-one solution for managing mobile grooming services, brick-and-mortar salons, busy daycares, and thriving boarding facilities with ease.

We are excited to be adding an Associate Customer Support Representative to our Pet Customer Experience Team. As a Customer Support Representative, you’ll be the first point of contact for customers, helping them navigate DaySmart Pet software with confidence. Your role is all about problem-solving, troubleshooting, and providing exceptional support through phone, chat, and email. You’ll collaborate with your team to ensure customers get the answers they need while sharing valuable feedback to improve our software and customer experience. This role is ideal for someone who is tech-savvy, thrives in a fast-paced environment, and enjoys helping businesses succeed through software solutions.

What You’ll Do

Provide top-tier support via phone, chat, and email to help customers get the most out of DaySmart Pet.
Troubleshoot technical issues, including networking, hardware, third-party integrations, reporting discrepancies, and general software functionality.
Train customers on software features, including email marketing, text reminders, mobile apps, and online booking tools.
Offer creative workarounds when needed and guide customers to the best solutions for their business.

Escalation & Collaboration

Identify and escalate software bugs, feature requests, and complex issues to senior team members and leadership.
Participate in team meetings to share customer trends, concerns, and opportunities for improvement.
Assist with data imports/exports for new customers during onboarding.
Take on special projects as needed, such as beta testing, documentation updates, or customer follow-ups.

Hours of Collaboration

Our support team hours are Monday through Friday between 9am to 5pm EST. You must be available to work an 8-hour shift during that time.
Must have availability to participate in rotating on-call coverage for holidays and weekends.

Requirements

Previous experience in customer support (SaaS support or a tech-related role preferred).
Excellent written and oral communication skills and can explain complex software features in a clear, user-friendly way.
Detail-oriented and organized.
Has a natural tendency to find software solutions to real-life business problems.
Enjoys building relationships and working closely with customers.
Is tech-savvy and eager to learn new software quickly.
Has strong troubleshooting and problem-solving skills with a proactive, customer-centric mindset.

Nice to Have

Current or prior experience using DaySmart Pet, 123Pet Software, or Time To Pet software.
Experience in a management or ownership role within the pet grooming, boarding, or other pet care industry.
Familiarity with Salesforce, Intercom, or similar CRM and customer support platforms.

Salary

The hourly range for this role is 20.20 per hour.

What We Offer

Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more.
401k plan with company match on your contributions.
Open PTO and a generous paid holiday schedule.
Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid.
Opportunities to ensure you are always learning and growing.

How You Will Work

This will be a US based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities: Ann Arbor, MI; Scottsdale, AZ; Wayne, PA; Austin, TX.

Many DaySmart employees primarily work from home, and our teams are structured to operate efficiently in a distributed environment. We maintain a highly collaborative culture and expect all employees to actively participate in meetings, discussions, and team interactions, including joining scheduled video calls with cameras on, contributing to conversations, and being fully present. We believe that strong communication and visual connection are essential to maintaining alignment, accountability, and trust across our teams. At DaySmart, working remotely comes with the responsibility to show up, engage, and collaborate with intention.

Your Safety

We’ve identified a potential for fraudulent activity targeting applicants. Any legitimate communication regarding your application will come from an official DaySmart email address (ending in @daysmart.com) or directly through our Applicant Tracking System. Please refer to the DaySmart Privacy Policy to learn more about how we protect your personal information. DaySmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

Seniority level