{"id":1610457,"url":"https://alion.io/job/snout-httpssnout-com-customer-support-specialist-tier-1-2","title":"Customer Support Specialist (Tier 1 + 2)","company":{"id":3853896,"name":"Snout","domain":"snout.com","url":"https://alion.io/company/snout-httpssnout-com","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gem","truth_index":{"grade":"C","score":65,"open_postings":12,"ghost_share":0.583,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40000,"max":50000,"currency":"USD","period":"year","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Linear","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Notion","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2025-09-30T21:13:51Z","employer_posted_date":"2026-06-27","last_verified_at":"2026-11-03T01:31:17Z","board_verified":true,"closed_at":null,"days_open":398,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":397},"description":"Our mission\nEvery pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.\nThe opportunity\nSnout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the U.S. We’re a small but mighty startup team of Customer Support Specialist (Tier 1 + 2) based in the Texas or Georgia area to help support our clients with their wellness plans and payments.\nThe role\nAt Snout, we’re looking for someone as a Customer Support Specialist (Tier 1 + 2), who thrives on solving tough customer challenges in a fast-moving tech environment. You’ll be the go-to for Tier 1 and Tier 2 issues across phone, email, and chat, working directly with veterinarians and pet parents to turn problems into positive experiences. You will also handle cancellation requests and be responsible for limiting churn. You’ll dig into complex cases, uncover root causes, and collaborate with product, operations, payments and support teams to implement solutions that make our workflows smarter and smoother. Clear, empathetic communication along with problem solving are your strengths, and even in tough situations, you’ll leave customers feeling supported.\nThis is more than a support role; it’s a chance to grow with a fast-moving startup while helping shape the way we care for pets. You’ll track trends, document resolutions, and help build scalable processes that improve the entire support experience. If you’re proactive, empathetic, and energized by solving challenging problems in a tech-driven environment, we want you on our team!\nApply today and help Snout grow while making a lasting impact on pets and the people who love them.\nSnout is committed to building a diverse and inclusive team. We know that great candidates may not check every box - and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “what we’re looking for” including the first bullet point. If you need any accommodations during the application or interview process, please let us know - we’re happy to support you.\nWhat you’ll do\nHandle customer issues over various channels like phone, email, etc., resolving them quickly and effectively\nInvestigate complex cases, identify root causes, and work cross-functionally to find solutions\nCommunicate clearly and empathetically with customers, ensuring a positive experience even in difficult situations including cancellation requests and preventing churn\nTrack and document escalated cases, trends, and resolutions to inform process improvements\nCollaborate with product, operations, and support teams to implement solutions and improve workflows\nWhat we're looking for\n2+ years of experience in customer support or complaints management\nStrong problem solving skills, assertiveness, and proven ability to overcome obstacles and drive resolution\nEmpathy and emotional intelligence to manage sensitive or frustrated customers and handle high pressure situations calmly\nStrong verbal and written communication skills applicable to phone etiquette and email composition\nComfort using and quickly learning technology like Microsoft Office, Google Suite, Slack, Notion, Linear, Fresh Desk, etc.\nHome office with reliable internet, webcam and microphone capabilities\nFlexibility to work weekend shifts and travel once a quarter\nWhat will make you stand out\nExperience with tools like Slack, Notion or ticketing platforms like FreshDesk, Linear, etc.\nA proactive mindset and willingness to take ownership of issues from start to finish\nDesire and ability to work independently in a fast-paced environment\nStartup or technology company experience\nVeterinary clinic experience\nWhy you should join Snout\nFast growing, venture capital backed technology company focused on improving access to veterinary care\nAbility to have a meaningful impact from Day 1, where your voice and opinion matters\nUnlimited potential to grow in your career, learn and expand your skillsets\nCollaborative, flexible, and friendly culture\nWhy this role might not be a fit for you\nYou aren't based in Texas or Georgia\nYou don’t have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community\nA fast-moving, startup culture feels overwhelming to you\nYou don’t enjoy helping clients and can’t handle dealing with negative or difficult clients\nYou’re uncomfortable juggling multiple priorities and wearing multiple hats\nYou aren’t comfortable with ambiguity and figuring things out as you go\nYou don’t live near an airport, have the flexibility to travel or to work weekend shifts as needed\nCompensation\n$40 000 - $50 000 base salary\nBenefits\nDay 1 medical/dental/vision benefits\nFlexible time off + 11 Snout calendar holidays\nPaid parental leave","description_format":"text","description_chars":4987,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible time off","Home office","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Veterinary Medicine"],"lifecycle":[{"event":"open","at":"2026-10-01T20:18:01Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.091,"p_room":0.28,"age_days":397,"expected_fill_days":28,"reasons":["conf:3","stale_co","ghost","win:tail","crowd:junior"],"computed_at":"2026-11-02T06:13:15Z"},"pay":{"stated_usd_annual":50000,"is_top_pay":false},"html_url":"https://alion.io/job/snout-httpssnout-com-customer-support-specialist-tier-1-2","json_url":"https://alion.io/job/snout-httpssnout-com-customer-support-specialist-tier-1-2.json","meta":{"generated_at":"2026-11-03T01:53:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2562,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3853896},"rest":"https://alion.io/mcp/rest/get_company?id=3853896"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsnout-httpssnout-com-customer-support-specialist-tier-1-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsnout-httpssnout-com-customer-support-specialist-tier-1-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsnout-httpssnout-com-customer-support-specialist-tier-1-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/snout-httpssnout-com-customer-support-specialist-tier-1-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsnout-httpssnout-com-customer-support-specialist-tier-1-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1610457}},{"tool":"search_jobs","arguments":{"company":"snout.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1610457},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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