Support Specialist

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 Careers

Support Specialist
Chicago, IL
Customer Success

About the Role

We are looking for a Support Specialist to join our growing Customer Operations team. This is a hands‑on support role where you'll be on the front lines of the customer experience — resolving issues, building product knowledge, and contributing to the systems that make great support repeatable. You will report to a Senior Support Specialist.

Work environment

This role is best suited for someone who genuinely enjoys helping people and wants to grow in a fast‑moving startup environment. Given the close working relationship with our team, our preference is for this candidate to live in the greater Chicago area, with a hybrid schedule (3 days in office).

What will I be doing?

• 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.

You’ll be successful in this role if you have…

• 1–3 years of experience in customer support, customer success, or a customer‑facing role.
• Clear, empathetic communication — written and verbal — with an ability to 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 a willingness to learn quickly.

Bonus Points

• Experience in pet services, hospitality, or another service‑based industry.
• Background in SaaS support at an early‑stage startup.
• Interest in growing into a senior or lead role over time.

What we offer

• Competitive salary and performance‑based bonuses.
• Health, Dental, and Vision Insurance: 85% coverage for employees, 60% for dependents.
• Flexible PTO including vacation, sick, personal days, and 5 company holidays.
• Opportunities for professional development and growth.
• Collaborative and inclusive work environment.

About Goose

Goose is a next‑generation software operating system purpose‑built for pet service providers. From online to front desk, Goose’s end‑to‑end pet care operating system helps you offer better customer experiences and earn more revenue per customer.