Customer Support Agent

About HaloAt Halo, we're building technology that strengthens the bond between people and their pets. Our connected ecosystem of smart collars, mobile apps, and digital services helps pet owners create safe environments, build positive habits, and share more adventures with their dogs. Our Priorities: customers first, ownership & accountability, focus & intention, and collaboration led growth.The OpportunityAs a Customer Support Agent, you are the face of Halo Collar and the first person customers speak to when they need help. You will support Tier 1/ initial customer inquiries primarily via video call. You’ll work with customers to troubleshoot collar, app and connectivity issues, and leave people feeling heard and confident. You’ll work closely with a supportive team and leadership who invest in your success.What You’ll DoSupport our customersAnswer incoming video calls, chats and emails, and move between channels as customers needBring a welcoming, positive and empathetic approach that shows customers we careLead our dog loving customers towards resolution for any issues they’re experiencingDeliver service that earns positive survey responses and reviewsTroubleshoot and solveDiagnose and resolve issues with the Halo Collar, the Halo App, and Bluetooth, LTE and Wi-Fi connectivity.Aim to resolve issues at the first point of contact, and escalate to the right team when an issue needs highly specialized supportDocument and share what you learnRecord every customer interaction accurately and completely.Help spot and track recurring customer issues, and flag trends to leadership.Grow with the teamJoin weekly Quality Assurance reviews and apply the feedback.Meet with team leadership every other week to talk about performance, development and career goals.Constantly learn about products, technology, and best practices in customer support What You Bring to the RoleA strong history of providing exceptional experiences in customer facing roles (customer support, retail, hospitality, etc)Comfort with technology and a logical approach to troubleshooting (apps, Bluetooth, Wi-Fi and cellular connectivity)Clear, professional and friendly verbal and written communicationCalm under pressure, with the empathy and emotional intelligence to help frustrated customersAttention to detail in your work and documentationReliable attendance, and the ability to work your assigned scheduleA coachable and curious mindset: you welcome feedback and use it to improve and learnYou are able to work 1 weekend day per weekBonus points: experience with a CRM or ticketing system, and a love of dogs. Success in this role looks like:Consistently positive, empathetic customer interactions and strong CSAT and QA results.Resolving issues at the first point of contact.Accurate, thorough documentation.Reliable attendance and schedule adherence.Active participation in coaching, with measurable improvement over time.Contributing insights that improve the customer experience. Schedule and Work SetupTeam Operating hours are 9:00 AM – 8:00 PM ET, 7 days a week. You’ll work five 8-hour shifts per weekStandard working schedule is 10am - 7pm ETYou must work one weekend day as part of your weekly scheduleInternet with download speeds of at least 100 Mbps, and upload speeds of at least 25 MbpsYou must have a dedicated, quiet workspace free of background noise, so customers can see and hear you clearly We will provide the tools you need to thrive - training, computer, camera, keyboard, etc.Perks of the PackMedical, dental, and vision plans, plus company-paid Long-Term Disability401(k) with company matchPaid time offWork remotely from anywhere in the U.SBe part of a mission-driven, dog-loving teamWe provide competitive compensation packages, inclusive of hourly pay, incentives, and benefits. The hourly range for this role is $19 - $22 per hour. Final compensation depends on experience, skills, and qualifications.Protect Animals With Satellites is for everyone but especially for dog lovers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require any adjustments or accommodations during the application or interview process, please contact us to discuss your needs. Applications for this position may be reviewed with the assistance of automated tools that help assess alignment with role requirements and prioritize candidates for human review. All employment decisions are made by Protect Animals With Satellites personnel, not by automated systems. Protect Animals With Satellites does not accept unsolicited headhunter or agency resumes. Protect Animals With Satellites will not pay any third-party agency or company that does not have a signed agreement and approval to submit candidates.