Tier 1 Support Agent (Hybrid- Atlanta, GA)
Togetherwork, Atlanta, GA, United States
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 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. .
Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.
Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.
Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.
To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication.
Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind, including but not limited to OPT, STEM OPT, H-1B, or any other visa classification.
CCPA Disclosure Notice: Click Here
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 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. .
Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.
Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.
Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.
To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication.
Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind, including but not limited to OPT, STEM OPT, H-1B, or any other visa classification.
CCPA Disclosure Notice: Click Here