Customer Support Specialist
Help members and prospects with accurate, empathetic support—without clinical or coverage overreach.
San Diego, California · Full-time · Benefits: health, dental, life
Role summary
Help members and prospects get accurate, empathetic answers about membership, accounts, and non-clinical questions—while surfacing product and process issues that need a durable fix.
Why this role matters now
As the live membership platform onboards members, support quality directly affects trust, retention, and word of mouth. A dedicated support function establishes response standards, help content, and a voice-of-customer loop before volume outpaces informal founder coverage.
First 6–12 month outcomes
- Establish response and resolution standards across approved support channels.
- Build and maintain help macros, runbooks, and escalation paths for billing, account, clinic coordination, and product questions.
- Create a support taxonomy that helps product and engineering prioritize fixes.
- Protect product truth in every interaction—membership language, waiting periods, caps, and live vs roadmap features.
- Document reproducible defects and partner with engineering on verification.
Responsibilities
- Respond to member and prospect inquiries through approved channels.
- Triage issues across billing, account access, clinic coordination, and general product questions; escalate billing policy and payment exceptions to Billing Manager.
- Provide source-backed answers; do not invent coverage details, clinical guidance, or veterinary advice.
- Maintain macros and runbooks aligned with canonical FAQ, terms, and product-truth documentation.
- Observe privacy boundaries; handle member data according to approved policies.
- Feed patterns and recurring issues to product, billing, and engineering.
Required qualifications
- Strong written and verbal communication with de-escalation skills.
- Experience in customer support, member services, or client operations for a digital product.
- Ability to follow documented policies precisely and flag gaps when documentation is insufficient.
- Comfort learning membership/product details quickly and updating help content.
Preferred qualifications
- Experience supporting subscription or membership businesses.
- Bilingual English/Spanish for cross-border member and clinic coordination.
- Familiarity with ticket systems and support metrics.
- Experience in healthcare, veterinary, or travel-adjacent consumer services.
Location and benefits
- Location: San Diego, California
- Employment type: Full-time
- Compensation: Not disclosed publicly; discussed during the hiring process
- Benefits: Health, dental, and life insurance
- Work authorization: Must be legally authorized to work in the U.S. without sponsorship — we do not sponsor visas at this time
Paws Beyond Borders is an equal opportunity employer. We consider applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other status protected by applicable law.
If you need a reasonable accommodation during the application or interview process, email careers@pawsbeyondborders.com with the role title and your request.
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