Hybrid Support Specialist — Chicago (Pet SaaS)

Goose; Chicago (IL); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Bonuses

Health Insurance

Flexible PTO

Professional development

Collaborative environment

Job summary

Goose is seeking a dedicated Support Specialist to join our Customer Operations team in Chicago. You will handle front-line inquiries, build product knowledge, and help create repeatable support processes.

In this hands-on role, you’ll resolve tickets across channels, become a platform expert, and collaborate with cross-functional teams. A hybrid in-office schedule (3 days) in the greater Chicago area is preferred.

Qualifications

• 1–3 years of experience in customer support or customer-facing role.
• Clear, empathetic communication—written and verbal—simplify complex information for non-technical users.
• A problem-solving mindset: you don't just close tickets, you want to understand why something happened.
• Strong organizational habits and the ability to manage multiple open issues without dropping the ball.
• Comfort working in a fast-paced environment where processes are still being built.
• Familiarity with support tooling (Intercom, HubSpot, Zendesk, or similar) or willingness to learn quickly.

Responsibilities

• Manage and resolve inbound support tickets across chat, email, and other channels with quality and care.
• Become a product expert—developing a deep understanding of our platform to confidently guide customers through issues and workflows.
• Partner with the offshore support team to ensure smooth handoffs and consistent customer experiences across time zones.
• Flag recurring issues and customer friction points to senior team members and leadership.
• Collaborate with Implementation and Customer Success on customer needs that span teams.
• Contribute to weekend support rotation and shared team coverage schedules.
• Help maintain internal documentation, support playbooks, and training materials.

Skills

Customer support experience

Clear empathetic communication

Problem-solving mindset

Organizational habits

Familiarity with support tooling

Tools

Intercom

HubSpot

Zendesk

Job description

Goose is seeking a dedicated Support Specialist to join our Customer Operations team in Chicago. You will handle front-line inquiries, build product knowledge, and help create repeatable support processes.

In this hands-on role, you’ll resolve tickets across channels, become a platform expert, and collaborate with cross-functional teams. A hybrid in-office schedule (3 days) in the greater Chicago area is preferred.