Customer Support Agent

About Halo
At 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 Opportunity
As 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 Do

Support our customers

• Answer incoming video calls, chats and emails, and move between channels as customers need
• Bring a welcoming, positive and empathetic approach that shows customers we care
• Lead our dog loving customers towards resolution for any issues they’re experiencing
• Deliver service that earns positive survey responses and reviews

Troubleshoot and solve

• Diagnose 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 support

Document and share what you learn

• Record every customer interaction accurately and completely.
• Help spot and track recurring customer issues, and flag trends to leadership.

Grow with the team

• Join 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 Role

• A 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 communication
• Calm under pressure, with the empathy and emotional intelligence to help frustrated customers
• Attention to detail in your work and documentation
• Reliable attendance, and the ability to work your assigned schedule
• A coachable and curious mindset: you welcome feedback and use it to improve and learn
• You are able to work 1 weekend day per week
• Bonus 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 Setup

• Team Operating hours are 9:00 AM – 8:00 PM ET, 7 days a week.
  • You’ll work five 8-hour shifts per week
  • Standard working schedule is 10am - 7pm ET
  • You must work one weekend day as part of your weekly schedule
• Internet with download speeds of at least 100 Mbps, and upload speeds of at least 25 Mbps
• You 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 Pack

• Medical, dental, and vision plans, plus company-paid Long-Term Disability
• 401(k) with company match
• Paid time off
• Work remotely from anywhere in the U.S
• Be part of a mission-driven, dog-loving team

We 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.