Tier 1 Support Agent

Tier 1 Support Agent

Location: Atlanta, GA

Schedule: Full-time | Hybrid (2-3 days in office) - weekends may be required

As a Tier 1 Support Agent, you'll be the friendly, knowledgeable first point of contact for our Pet Care software customers. You'll help users via email, chat, and phone—answering "how-to" questions, solving common issues, and ensuring every interaction leaves them feeling supported and confident.

You'll play a key role in triaging requests, resolving problems, and escalating complex cases to Tier 2 when needed. Along the way, you'll grow your product expertise and contribute to improving the customer experience.

What You'll Do

• Deliver exceptional support through email, chat, and phone

• Help customers with "how-to" questions and common technical issues

• Troubleshoot and document inquiries using internal tools and resources

• Escalate complex issues to Tier 2 when needed, with clear context

• Maintain ownership of each case, ensuring follow-up and resolution

What You'll Bring

• 6 months of customer service experience (helpdesk, customer service, or pet care preferred)

• A love of problem-solving and helping others

• Comfort learning new tools like Zendesk, HubSpot, and Teams

• Ability to work independently while contributing to a highly collaborative remote team

Bonus Points

• Experience in SaaS or software support

• Background in pet care, grooming, boarding, or veterinary services

• Passion for animals and helping pet businesses succeed

Why You'll Love Working Here

• Growth from within: every Tier 2 Agent was promoted internally

• Supportive team culture: independent work meets constant collaboration

• Meaningful work: help pet businesses run smoothly and care for the animals we all love

• Work-life balance: hybrid flexibility, rotating weekends, and a close-knit team that values you

Excited about this role but don't meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. .

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.