Support Specialist 2

Location: Remote (Canada) Department: Customer Support Reports to: 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. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents. Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time. About the Role As a Support Specialist II, you are a fully independent operator within MoeGo’s Customer Support team. You will take ownership of complex customer issues end-to-end, proactively solve problems without guidance, and consistently deliver high-quality support across all channels. In this role, you go beyond execution—you refine how you work. You improve workflows, contribute meaningfully to documentation, and help raise the bar for the entire support team. You are trusted to handle higher complexity issues, mentor junior teammates informally, and act as a reliable escalation point for Support Specialist I team members. This role is ideal for someone who already has strong SaaS support fundamentals and is ready to operate with greater autonomy, efficiency, and impact. Key Responsibilities: Customer Support & Execution Independently manage customer support requests end-to-end across ticketing, chat, and phone (as applicable) Troubleshoot and resolve moderately complex to complex product issues without supervision Handle higher-volume queues while maintaining speed, accuracy, and quality Make sound judgment calls on prioritization, escalation, and customer communication Provide proactive updates and follow-ups to ensure complete resolution of issues Customer Communication Deliver clear, confident, and empathetic communication tailored to customer needs and technical understanding De-escalate frustrated customers with professionalism and strong ownership Adjust tone and depth of explanation depending on customer sophistication (SMB to enterprise use cases) Serve as a reliable point of contact for more nuanced or high-priority issues Metrics & Performance Ownership Consistently meet or exceed core support KPIs including CSAT, first response time, resolution time, and ticket quality Demonstrate strong consistency in high-volume environments without degradation in quality Monitor personal performance trends and proactively adjust behavior to improve efficiency and outcomes Contribute directly to team-level performance by handling more complex or time-sensitive tickets Process Improvement & Knowledge Contribution Identify recurring customer issues and proactively propose scalable solutions Create, refine, and update knowledge base articles and internal documentation Build and maintain macros, templates, and workflows that improve team efficiency Suggest improvements to support tooling, triage processes, or escalation paths Partner with leadership to test and iterate on small-to-mid scale process improvements Cross-functional Collaboration Collaborate effectively with Engineering, Product, and Customer Success teams on escalations and issue resolution Clearly document bugs, edge cases, and customer impact to support engineering investigations Surface patterns in customer issues that may indicate product or system improvements Support smooth handoffs between support and other internal teams Team Contribution & Informal Leadership Act as a go-to resource for Support Specialist I teammates on common issues or workflows Provide informal mentorship, guidance, and best practices to junior team members Share insights, tips, and learnings during team meetings or internal discussions Contribute to a culture of continuous improvement, accountability, and customer-first thinking Minimum Qualifications: 2–4+ years of experience in a customer support role, ideally in SaaS or technology Proven ability to independently resolve moderately complex customer issues Experience managing high-volume support queues across multiple channels (ticketing, chat, phone) Strong troubleshooting skills, including the ability to diagnose and resolve non-routine issues Excellent written and verbal communication skills with strong customer empathy Ability to explain technical concepts clearly to both technical and non-technical users Demonstrated ability to prioritize effectively in fast-paced environments Strong ownership mindset and accountability for outcomes Preferred Qualifications: Experience supporting B2B SaaS products in SMB or multi-location environments Familiarity with support metrics such as CSAT, FRT, TTR, and FCR Experience contributing to knowledge bases, documentation, or internal tooling improvements Exposure to escalation handling or enterprise customer support Experience collaborating cross-functionally with Product or Engineering teams Informal mentoring or onboarding experience for junior teammates Why This Role Matters: Support Specialist II is a pivotal step in the support career path at MoeGo. You are no longer just executing support—you are actively improving it. Your work directly increases customer retention, reduces friction in the product experience, and strengthens the foundation of how MoeGo scales support as we grow. MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching. MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.