MoeGo

• Guide new T4 and T5 tier customers through the full MoeGo onboarding process from kickoff to go-live • Conduct product walkthroughs, training sessions, and Q&A calls to drive early product adoption • Manage a portfolio of onboarding accounts simultaneously, ensuring timely milestones and customer satisfaction • Partner with Account Executives to ensure a smooth handoff from sales to onboarding • Document customer configurations, progress, and outcomes in CRM and project management tools • Identify and escalate risks or blockers that may impact the customer experience • Contribute to the continuous improvement of onboarding playbooks, resources, and processes • Collaborate cross-functionally with Support, Product, and Sales teams to resolve customer issues

• Independently manage customer support requests end-to-end across ticketing, chat, and phone (as applicable) • Troubleshoot and resolve moderately complex to complex product issues without supervision • Handle higher-volume queues while maintaining speed, accuracy, and quality • Make sound judgment calls on prioritization, escalation, and customer communication • Provide proactive updates and follow-ups to ensure complete resolution of issues • Deliver clear, confident, and empathetic communication tailored to customer needs and technical understanding • De-escalate frustrated customers with professionalism and strong ownership • Adjust tone and depth of explanation depending on customer sophistication (SMB to enterprise use cases) • Serve as a reliable point of contact for more nuanced or high-priority issues • Consistently meet or exceed core support KPIs including CSAT, first response time, resolution time, and ticket quality • Demonstrate strong consistency in high-volume environments without degradation in quality • Monitor personal performance trends and proactively adjust behavior to improve efficiency and outcomes • Identify recurring customer issues and proactively propose scalable solutions • Create, refine, and update knowledge base articles and internal documentation • Build and maintain macros, templates, and workflows that improve team efficiency • Collaborate effectively with Engineering, Product, and Customer Success teams on escalations and issue resolution • Document bugs, edge cases, and customer impact to support engineering investigations • Act as a go-to resource for Support Specialist I teammates on common issues or workflows • Provide informal mentorship, guidance, and best practices to junior team members

Role Description As a Support Specialist I, you’ll be a key member of MoeGo’s Customer Support team, helping customers successfully use our platform by delivering timely, empathetic, and effective support. You’ll manage customer inquiries independently, troubleshoot moderately complex product issues, and ensure each interaction leaves customers feeling confident and supported. This role is ideal for someone with SaaS support experience who enjoys problem-solving, managing a high volume of requests, and continuously improving the customer experience. Key Responsibilities: - Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable) - Troubleshoot and resolve common to moderately complex product issues independently - Provide clear, friendly, and professional communication tailored to each customer’s needs - Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT) - Prioritize and manage a high volume of tickets while maintaining accuracy and quality - Document resolutions thoroughly, ensuring proper categorization and clear notes - Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation - Create or update knowledge base articles to improve self-service and team efficiency - Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed - Support newer team members by sharing knowledge and best practices as you grow in the role Qualifications - 1–3+ years of experience in a customer support role, ideally in a SaaS or technology environment - Experience supporting customers via a ticketing system and/or live chat - Typing speed of 80 words per minute (WPM) or higher - Strong troubleshooting and problem-solving skills - Excellent written and verbal communication skills - Ability to explain technical concepts clearly to non-technical users - Comfort managing multiple priorities in a fast-paced environment - Customer-first mindset with strong ownership and accountability Requirements - Experience supporting B2B SaaS products - Familiarity with support metrics such as CSAT, response time, and resolution time - Experience contributing to documentation or process improvements - Exposure to SMB, multi-location, or enterprise customers - Experience working cross-functionally with Product, Engineering, or Customer Success teams Benefits - Competitive compensation package (base salary, performance bonus, and benefits) - Flexible benefit plans for employees and their family members at no cost to employees - 401(k) matching Company Description MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents. Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.

• Lead and develop the Sales team • Drive high conversion rates and a speedy time to close through elite coaching of both Sandler and Challenger Sale methodology • Develop tooling to ensure the AEs can be ramped quickly and execute at a high level. • Hold the team accountable for good pipeline hygiene • Motivate and inspire the team to maintain high call volumes to inbound MQLs while balancing closing deals • Lead and develop the Solo & SMB onboarding team • Build strong relationships with each team member and create a supportive, high-accountability culture. • Coach Specialists in daily behaviors that drive outcomes: discovery, expectation-setting, milestone management, value framing, and objection handling. • Set clear standards for performance and quality, and hold accountability through direct, respectful feedback. • Build a team that improves week over week, not just gets through volume. • Build a scalable onboarding system • Systemize delivery with playbooks, templates, milestones, risk signals, and recovery paths. • Run a consistent team operating rhythm (1:1s, team meetings, coaching, quality reviews, and escalation reviews). • Protect focus by prioritizing the highest-impact work and cutting noise. • Track and demonstrate efficacy through data • Lead escalations with calm and strong judgment • Handle emotionally charged customer situations, including contract-sensitive escalation calls. • De-escalate, diagnose the real problem, and guide customers to clear next steps while maintaining business guardrails. • Train the team to handle more escalations independently over time. • Advocate for product improvements • Identify patterns where customers struggle due to product friction, not just training gaps. • Turn trends into clear recommendations with evidence and expected impact. • Drive cross-functional progress with Product and Engineering proactively. • Communicate clearly with leadership • Translate onboarding performance into outcomes leaders care about: time-to-value, retention risk, efficiency, and business impact. • Provide concise updates and clear plans for improvement.

• Design and execute content-driven growth experiments across SEO, education, case studies, and product-led content • Track how content impacts the marketing funnel • Identify opportunities where content can unlock acquisition • Measure outcomes and iterate quickly • Execute and scale content across multiple formats and channels • Monitor performance dashboards • Propose and test growth hypotheses and recommend improvements based on data

• Own Outbound Pipeline Generation • Prospect into high-value pet care businesses (single + multi-unit) • Execute multi-channel outreach (calls, email, video, social) • Build and manage a consistent, high-quality pipeline • Identify and break into complex accounts with multiple stakeholders • Run Full Sales Cycle • Lead discovery rooted in business outcomes (revenue, labor, utilization) • Deliver tailored product demos aligned to operational pain • Build ROI-driven proposals and close deals • Manage deals from first touch → signed contract • Sell to Complexity • Navigate multi-stakeholder environments (owners, operators, managers) • Position value across: Revenue growth (online booking, upsells), Operational efficiency (staffing, scheduling), Cost reduction (manual work, missed bookings) • Build the Outbound Playbook • Test messaging, sequences, and targeting strategies • Provide feedback loops to marketing and leadership

• Responsible for developing and executing a robust channel partnership strategy that secures exclusive alliances with key industry channels. • Lead efforts to own and dominate the channel, ensuring our solutions become the preferred choice in the pet care industry. • Collaborate with sales, marketing, product, and customer success teams to ensure seamless execution of partnership initiatives. • Negotiate and structure partnership agreements that deliver mutual growth and revenue. • Develop innovative and customized partnership solutions to overcome challenges and achieve business objectives. • Monitor industry trends, competitive activities, and market dynamics to inform strategic adjustments. • Establish and track key performance indicators (KPIs) to evaluate the success of partnership initiatives.

• Own the technical pre‑sale and post‑sale journey: scoping enterprise requirements, architecting configurations and integrations, delivering proof‑of‑concepts • Partner with Sales to lead technical discovery and pre‑sales for enterprise grooming, boarding, daycare, and franchise customers • Deliver consultative demos and technical walkthroughs tailored to executive and operational stakeholders • Design customized, scalable solutions aligning MoeGo’s platform capabilities (APIs, integrations, workflows, security protocols) with customer requirements • Create technical documentation, integration guides, and playbooks to streamline enterprise onboarding and support • Collaborate with Product and Engineering to communicate enterprise needs, recommend enhancements, and influence the roadmap

• act as the primary owner of Salesforce • evaluate, implement, and integrate the next generation of our stack (e.g., Gong, Clari, LeanData, or specialized Billing/FinTech tools) • define and maintain our core revenue metrics (CAC, LTV, GRR/NRR, and Pipeline Velocity) • provide the CRO and CEO with insights needed to pivot or double down on specific segments • lead the weekly and monthly revenue forecasting process

• Own end-to-end data migration execution for enterprise and multi-location customers from discovery through cutover and validation • Lead client-facing data discovery and data mapping sessions to define source structures, transformation rules, and migration scope • Profile, cleanse, normalize, deduplicate, and transform large datasets using Python and Pandas • Write advanced SQL queries (MySQL and PostgreSQL) to validate, transform, and reconcile migrated data • Define and apply business rules for matching, merging, and record standardization • Build repeatable migration scripts and reusable data transformation workflows using version control best practices • Partner with Implementation, Solutions Engineering, Product, and Support to resolve data-related blockers and edge cases • Create clear technical documentation including data mapping specs, transformation logic, validation plans, and migration runbooks • Design and execute data validation and integrity checks before and after migration • Identify risks early and define rollback or remediation approaches when needed • Contribute to continuous improvement of MoeGo’s migration tooling, standards, and playbooks