Senior Product Support Specialist

Goose builds an end-to-end software platform for pet service providers, covering both online and front-desk operations, so they can deliver better customer experiences and earn more per customer.

Goose is hiring a Chicago-based Tier 2 Customer Support Specialist to own day-to-day escalations for the pet care businesses that run on our platform and act as the support team’s working lead. You’ll be part of the dedicated escalation team behind our offshore Tier 1 team, so complex issues get solved fast by people who own them. You’ll work alongside a second Tier 2 specialist.

You’ll answer customers in Intercom, solve problems end to end where you can, and escalat
** e
* * cleanly when you can’t. You’ll also turn what we learn in support into better help articles, product feedback and fewer repeat questions.

Reports to: Senior Director of Account Management

• Own Tier 2 escalations. Take the cases the offshore Tier 1 team hand off: payments and wallet setup, data fixes, deposits, reporting and account configuration.
• Be the link to engineering. Reproduce bugs, log them in Jira with clear steps and impact, manage the “Waiting for Eng” queue and close the loop with customers.
• Protect at-risk accounts. Spot customers with repeat or serious issues and bring in the right Account Manager with the full picture.
• Build the Tier 2 playbooks. Document how Tier 2 issues are solved, so that knowledge lives with support.
• Feed AI
  and the help center. Turn solved cases into help articles and AI guidance, and tag every conversation Tier 1 or Tier 2 so routing and reporting stay accurate.
• Grow the offshore team. Train the offshore team to take on repeatable Tier 2 work (payments and wallet setup, reporting how-to, deposits) starting mid-2027.
• Cover weekends on rotation. Share a Tier 2 weekend on-call rotation for urgent escalations.
• Hand off across time zones. Coordinate handoffs with the offshore team so nothing drops between shifts.
• Surface patterns. Escalate recurring issues and customer pain points to leadership, and work with Implementation and Account Management on cross-team needs.
• Review ticket quality and coach the offshore team
• Tune AI answers and handoff rules based on what reaches Tier 2
• Own routing rules and queue health across Tier 1 and Tier 2

Required:

• 2+ years in B2B SaaS support, including Tier 2 or escalation work
• Experience leading, coaching or QA-ing a support team, ideally including offshore or distributed teams
• Hands‑on experience with a help desk such as Intercom, Hub Spot or Zendesk
• Strong troubleshooting: reproducing issues, reading account settings and data, and fixing root causes, not just closing tickets
• Experience working with engineering on bugs, ideally logging issues in Jira or a similar tracker
• Experience writing help center articles, macros or internal playbooks
• Clear, warm written and verbal communication, including explaining technical fixes to non-technical business owners
• Strong organization and the ability to juggle many open issues in a fast‑paced startup where processes are still forming
• Able to work hybrid in Chicago three days a week, plus your assigned shift and the weekend on‑call rotation

Nice to have:

• Experience supporting booking, scheduling, payments or point‑of‑sale software
• Experience in pet services, hospitality or another service industry
• Experience tuning an AI support agent such as Intercom Fin
• Experience setting up routing rules and queue reporting in a help desk
• Support experience at an early‑stage SaaS company

• Schedule: Monday to Friday, 8:00a–5:00p Central Time, plus a weekend Tier 2 on‑call rotation
• Location: Chicago, IL, hybrid with three days a…