Tech Support

Paw Partner Tech Support

Job Title: Technical Support 

Location: Remote (Must be available 6am–5:30pm PST, M–F) 

Job Type: Full-Time

At Paw Partner everyone talks to customers and solves their problems. We don’t spend hundreds of thousands of dollars on marketing. Instead we invest in our support and our customers reward us by recommending us to others.

As a Technical Support Representative, you’ll be working with pet care business owners and staff, delivering fast, thorough, and effective support. You’ll field phone calls, respond to tickets, and build out new customer accounts. 

This is a fully remote position with working hours of 6am–5:30pm PST, Monday through Friday.

Ideal Candidate Description

Picture a Venn diagram.

1. Circle 1 is High-Volume Support: Someone who has managed a busy phone line, juggled emails/tickets, and knows how to prioritize a chaotic queue without losing their cool.
2. Circle 2 is Technical Aptitude: Someone who doesn't just use software, but intuitively understands how it works "under the hood." You love digging into complex settings, configurations, and logic to solve a puzzle.
3. Circle 3 is Pet Care Industry: Experience working in a pet boarding, daycare, or vet clinic.

Our "Ideal Candidate" covers all three, but we would love to meet you if you only live in Circle 1 and Circle 2. You are a Tech-Savvy Troubleshooter with a Customer Service Heart.

You handle pressure with grace: You have experience in roles like a Veterinary Receptionist or Medical Scheduler where the phone never stops ringing and accuracy is non-negotiable. You can switch between a deep technical email and a friendly phone call instantly.

You speak "Settings": You are comfortable navigating the backend of complex software. When a user says "it's not working," you know how to investigate permissions, toggle settings, and isolate the variable causing the issue. You don't need a script to troubleshoot; you need to understand the system.

You have "Phone Presence": Since this is primarily a phone support role (we aim for an 80% live answer rate), you bring energy and warmth to your voice.

The "Cherry on Top" (Nice to Have): If you also have experience working in the Pet Care industry or using Paw Partner (Circle 3), that is a huge plus. But if you have the technical chops and the support stamina, we can teach you the industry.

Key Responsibilities (Outcomes)

• Handle 15–25 support calls per day, including returning voicemails 
• Respond to 15–30 tickets per day via email 
• Complete 5–7 account builds per week, setting up new customer accounts following onboarding instructions
• Collaborate with the technical team to troubleshoot and resolve customer issues
• Maintain accurate records of customer interactions and resolutions

Required Skills & Competencies

• Organized and able to multi-task
• Very strong technical skills - our product settings are complex and you need to have confidence you can learn it
• Excellent written and verbal communication
• Reliable and self-motivated with a strong work ethic
• Detail-oriented and accurate under pressure
• Thrives in a fast-paced collaborative environment
• Comfortable learning and using software tools
• You’re very comfortable navigating software systems, especially the “backend” or settings areas where configuration and setup happen. You can take complex software behavior and explain it clearly to someone with no technical background.

Nice to Have

• Previous experience using Paw Partner
• Experience in pet care operations (boarding, daycare, grooming, training)

Work Schedule

• Monday–Friday, 6:00 AM – 5:30 PM PST
• Occasional weekends and overtime
• Fully remote

Compensation & Benefits

• Salary: $40,000/year
• Bonus: $2,000 annual performance bonus
• Benefits: Health, vision, and dental insurance (50% premiums covered by company)
• PTO: 10 days PTOs (15 days after first year)
• Holidays: 6 paid company holidays

Training & Onboarding

• We offer a structured, progressive training program:
• Builds Training: Start by learning to set up new accounts, giving you foundational product knowledge
• Ticket Training: You’ll then take on progressively more complex support tickets
• Phone Training: Shadow calls, then take on callbacks, and finally join the support line rotation.

The interview process includes:

1. Resume & Cover Letter Review
2. Screening Interview (30-minute video call)
3. Second-Round Interview (1-hour video call)
4. Reference Checks — we place high importance on this step and require speaking with your past direct manager/supervisor