MoeGo

Support Specialist 1

Remote (Canada)

Sponsorship not specifiedDetected 75 days ago

Customer SuccessCustomer SupportCommunicationProblem Solving

About the role

As a Support Specialist I, you'll be a key member of MoeGo's Customer Support team, helping customers successfully use our platform by delivering timely, empathetic, and effective support. You'll manage customer inquiries independently, troubleshoot moderately complex product issues, and ensure each interaction leaves customers feeling confident and supported.
This role is ideal for someone with SaaS support experience who enjoys problem-solving, managing a high volume of requests, and continuously improving the customer experience.
As a Support Specialist I, you'll be a key member of MoeGo's Customer Support team, helping customers successfully use our platform by delivering timely, empathetic, and effective support.

Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable)
Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT)
Prioritize and manage a high volume of tickets while maintaining accuracy and quality
Document resolutions thoroughly, ensuring proper categorization and clear notes
Create or update knowledge base articles to improve self-service and team efficiency
Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed
Support newer team members by sharing knowledge and best practices as you grow in the role

1-3+ years of experience in a customer support role, ideally in a SaaS or technology environment
Ability to explain technical concepts clearly to non-technical users
Comfort managing multiple priorities in a fast-paced environment

Experience supporting B2B SaaS products
Experience contributing to documentation or process improvements
Experience working cross-functionally with Product, Engineering, or Customer Success teams
MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer.

Head of Support
About MoeGo 🐾
MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels.
From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business.
Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits).

This listing is sourced directly from MoeGo's careers page and normalized into a canonical job model.