DaySmart Pet (formerly 123Pet Software) is dedicated to transforming the way pet care providers do business. With features like effortless appointment scheduling, integrated credit card processing, and streamlined client communication, DaySmart Pet offers an all-in-one solution for managing mobile grooming services, brick-and-mortar salons, busy daycares, and thriving boarding facilities with ease.

We are excited to be adding an Associate Customer Support Representative to our Pet Customer Experience Team!

As a Customer Support Representative, you’ll be the first point of contact for customers, helping them navigate DaySmart Pet software with confidence. Your role is all about problem-solving, troubleshooting, and providing exceptional support through phone, chat, and email. You’ll collaborate with your team to ensure customers get the answers they need while sharing valuable feedback to improve our software and customer experience.

This role is ideal for someone who is tech-savvy, thrives in a fast-paced environment, and enjoys helping businesses succeed through software solutions.

What You’ll Do

Customer Support & Troubleshooting

• Provide top-tier support via phone, chat, and email to help customers get the most out of DaySmart Pet.
• Troubleshoot technical issues, including networking, hardware, third-party integrations, reporting discrepancies, and general software functionality.
• Train customers on software features, including email marketing, text reminders, mobile apps, and online booking tools.
• Offer creative workarounds when needed and guide customers to the best solutions for their business.

Escalation & Collaboration

• Identify and escalate software bugs, feature requests, and complex issues to senior team members and leadership.
• Participate in team meetings to share customer trends, concerns, and opportunities for improvement.
• Assist with data imports/exports for new customers during onboarding.
• Take on special projects as needed, such as beta testing, documentation updates, or customer follow-ups.

Hours of Collaboration

• Our support team hours are Monday through Friday between 10am to 7pm EST. You must be available to work an 8-hour shift during those core business hours.
• Must have availability to participate in rotating Saturday support shifts.
• Must have availability to participate in rotating on-call coverage for holidays.

Requirements

• Previous experience in customer support (SaaS support or a tech-related role preferred).
• Excellent written and oral communication skills and can explain complex software features in a clear, user-friendly way.
• Detail-oriented and organized.
• Has a natural tendency to find software solutions to real-life business problems.
• Enjoys building relationships and working closely with customers.
• Is tech-savvy and eager to learn new software quickly.
• Has strong troubleshooting and problem-solving skills with a proactive, customer-centric mindset.

Nice to Have

• Current or prior experience using DaySmart Pet, 123Pet Software, or Time To Pet software.
• Experience in a management or ownership role within the pet grooming, boarding, or other pet care industry.
• Familiarity with Salesforce, Intercom, or similar CRM and customer support platforms.

Salary

• The hourly range for this role is 20.20-21.60 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

What We Offer

• Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!
• 401k plan with company match on your contributions.
• Open PTO and a generous paid holiday schedule.
• Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid.
• Opportunities to ensure you are always learning and growing.

How You Will Work

This will be a US based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:

• Ann Arbor, MI
• Scottsdale, AZ
• Wayne, PA
• Austin, TX

Many DaySmart employees primarily work from home, and our teams are structured to operate efficiently in a distributed environment. While we don’t always share a physical office, we work together closely through remote collaboration practices.

We maintain a highly collaborative culture and expect all employees to actively participate in meetings, discussions, and team interactions. This includes joining scheduled video calls with cameras on, contributing to conversations, and being fully present.

We believe that strong communication and visual connection are essential to maintaining alignment, accountability, and trust across our teams. At DaySmart, working remotely comes with the responsibility to show up, engage, and collaborate with intention.

Your safety is important to us!
We’ve recently identified an increase in fraudulent activity targeting individuals who have applied to positions at DaySmart. Please note that any legitimate communication regarding your application will come either from an official DaySmart email address (ending in @daysmart.com) or directly through our Applicant Tracking System.

Please refer to?DaySmart Privacy Policy?to learn more about how we are committed to respecting your privacy and the security of your personal information.

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.