Job description
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
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.
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