Careers — Support Specialist | Goose
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.
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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.