Customer Support Specialist

About the Role

Pet Tiger, now part of Silo Technologies, is the leading agricultural labor management platform built for growers, packers, shippers, and distributors across California's Central Valley and beyond. We're looking for a reliable, customer-focused Customer Support Specialist to join our in-person team in Fresno and serve as a primary point of contact for our customers. This is a great opportunity for someone who enjoys problem-solving, working with people, and growing with a fast-moving SaaS company in the agriculture industry.

Position Details

• Location: Remote (California). Candidates residing in Fresno, CA, will be required to work in-person.
• Schedule: Full-Time (Monday–Friday, standard business hours)
• Compensation: $21–$24/hour depending on experience
• Employment Type: Direct Hire (Full-Time Employee)

What You'll Do

• Serve as the first point of contact for inbound customer support calls, emails, and tickets from Pet Tiger customers
• Triage, prioritize, and resolve issues related to timekeeping, attendance tracking, workforce management, and platform configuration
• Log and manage tickets in our support system, maintain response SLAs, and escalate unresolved technical issues to the product/engineering team with clear documentation
• Communicate with customers using a sense of urgency and professionalism, setting clear expectations on timelines and resolution
• Develop deep platform knowledge of Pet Tiger (desktop, reports, and mobile components) 
• Flexible and ready to engage and support customers as Pet Tiger transitions from desktop to cloud-based software
• Cross-train on Tiger Jill software
• Cross-train on the Silo platform
• Contribute to and maintain the customer knowledge base with FAQs, how-to guides, and troubleshooting articles
• Triage inbound sales inquiries, gathering customer and contact information and needs before routing to the appropriate sales team member
• Participate in team standups, Customer Engagement team meetings, and training sessions
• Provide light implementation support and coordination with Finance on invoicing questions during the company integration period (transitional)

What We're Looking For

Required:

• 1–3 years of experience in a customer support, customer service, or account support role
• Strong written and verbal communication skills
• Capable of handling phone-based, email, and chat support
• Strong learner able to pick up and navigate software platforms
• Organized and detail-oriented with the ability to manage multiple open issues simultaneously
• Must be located in or able to commute to Fresno, CA — this is an in-person role

Strongly Preferred:

• Bilingual in English and Spanish — many of our customers operate in agricultural labor environments where Spanish is the primary language
• Technical support and troubleshooting experience
• Familiarity with agricultural operations, labor management, or field workforce tools
• Experience with HubSpot service hub,  Zendesk, or similar support ticketing platforms
• Familiarity with HubSpot CRM or other similar customer management platforms
• Prior exposure to SaaS platforms or B2B software support