Customer Support Expert

DaySmart; United States; Remote; USD 48,000 - 55,000; Full time

Job summary

An innovative company is seeking a dedicated Customer Support Specialist to enhance client satisfaction through exceptional support. This role involves managing client inquiries, improving support processes, and advocating for customer needs. Ideal candidates are empathetic problem solvers with strong communication skills, capable of thriving in a remote environment. Join a team that values customer success and fosters a collaborative atmosphere, where your contributions will directly impact the growth and satisfaction of clients in the pet care industry.

Qualifications

• Experience providing customer support, primarily in the pet industry.
• Strong, concise, and articulate writing skills.

Responsibilities

• Help clients via email and live chat to ensure they have the best experience possible.
• Analyze customer feedback and recommend strategic product improvements.

Skills

Customer Support

Problem Solving

Communication

Technical Savvy

Empathy

Tools

Slack

Help Scout

Job description

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Time To Pet, a DaySmart Company, focuses on building business management software for pet care businesses. Our SaaS product is designed to help pet care professionals start, grow, and better manage their companies.

We pride ourselves on our ability to rapidly deliver exciting new features to our clients, to provide unmatched support, and to help them build the best business possible. We do this by finding great people, using systems to manage and improve our processes, staying lean and nimble, listening to the needs of our clients, fully committing to customer success, and providing useful and relevant content.

Your Impact

At Time To Pet, Customer Support is essential to our mission. The top priority for our Customer Support team is to make our clients as successful as possible while utilizing Time To Pet and to ensure their experience is positive by exceeding their expectations.

As part of the Customer Support team, you’ll be directly responsible for ensuring the happiness of our clients by managing support requests, improving support processes and acting as an advocate for Time To Pet. You will play a major role in the success of Time To Pet by enriching our customer support and other special projects.

The Ideal Candidate

If selected for this role, you will be required to discontinue any active employment, partnerships, or ownership within the pet care or pet sitting industry.

You’re empathetic to clients and understand that not everyone shares the same level of technical skill. You have the unique ability to make clients feel empowered and successful when they have a question; not silly or stupid. You are a problem solver willing to go the extra mile to ensure that a question is answered or a problem solved. You have the ability to listen and connect real world questions with solutions through software. You are detail oriented, professional, and understand that support is often the first line of communication with our customers. You enjoy communicating with people and can balance being friendly with getting a job done in a timely manner. You have a skill for writing and enjoy creating new content. You enjoy being efficient and looking for new ways to increase efficiency and improve your job and your skillset. Most importantly – you are a self-starter. While our ideal candidate would be based in Austin, TX - we are open to remote employees and all employees have the opportunity to work from home.

Responsibilities

We expect that the majority of your time (80% or so) will be spent doing the following:

• Help our clients via email and live chat to answer their questions, troubleshoot their issues and ensure they have the best experience possible.
• Provide occasional telephonic and screen share support that can include answering simple questions to full product demonstrations.
• Develop and execute customer onboarding and ongoing support strategies that enhance user engagement and retention, involving independent judgment to design tailored solutions that impact long-term customer satisfaction and business outcomes.
• Analyze customer feedback and feature requests to identify trends, and work cross-functionally to recommend strategic product or service improvements, demonstrating discretion and independent decision-making.
• Create and maintain comprehensive knowledge base and training materials, ensuring they align with best practices and evolving customer needs, contributing to the improvement of internal processes and overall service delivery.
• Identify underutilization of the product by specific customers and work with them to increase usage, leading to higher customer retention, increased revenue, enhanced customer satisfaction, and the identification of new opportunities for upselling and cross-selling.
• Support hours are Monday - Friday from 8am to 7pm CT so we would expect your normal working hours to be within this time frame. Occasional flexible weekend support hours are required (typically 1 weekend per 8 weeks).
  
  

Things You May Do

• Identifying business/process improvements outside of general support.
• Working on special projects to help make these improvements.
• Writing content that is relevant and helpful to our clients (like email courses or Academy articles).
• Supporting other team members with their projects.
  
  

Requirements

• Experience using Time To Pet.
• You love communicating with people and helping to solve their problems.
• You are a problem solver who can make connections between business problems and software solutions.
• If selected for this role, you will be required to discontinue any active employment, partnerships, or ownership within the pet care or pet sitting industry.
• You can empathize with all types of people with all types of backgrounds.
• You are a self-starter that can stay on task in a remote environment or find other projects that can contribute to the success of Time To Pet when support is not busy.
• You are committed to delivering unmatched customer support.
• You have reliable access to the internet.
• Experience working remotely.
• Experience providing customer support, primarily in the pet industry.
• Experience using social media and/or web-based software such as Slack or Help Scout.
• Consider yourself “tech-savvy”.
• Strong, concise, and articulate writing skills.
• Experience with providing support over the phone.
  
  

Salary

• The salary for this role is $48,000 to $55,000. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.
  
  

How You Will Work

While we do offer flexible work hours, our normal support hours are Monday - Friday from 8am to 7pm CT so we would expect your normal working hours to be within this time frame.

Occasional flexible weekend support hours are required (typically 1 weekend every 8 weeks, averaging 2 hours per Sat and Sun).

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
  
  

DaySmart is committed to creating a diverse employee environment and is a proud 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.

Please refer to DaySmart Privacy Policy to learn more about how we are committed to respecting your privacy and the security of your personal information.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning and Information Technology

• Industries

  Software Development

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