Customer Onboarding and Support Expert (Time to Pet)

Customer Onboarding and Support Expert (Time to Pet)

Time To Pet, a DaySmart Company, focuses on building business management software for pet care businesses. Our SaaS product is designed to help pet care professionals start, grow, and better manage their companies.

We pride ourselves on our ability to rapidly deliver exciting new features to our clients, to provide unmatched support, and to help them build the best business possible. We do this by finding great people, using systems to manage and improve our processes, staying lean and nimble, listening to the needs of our clients, fully committing to customer success, and providing useful and relevant content.

Your Impact

At Time To Pet, Customer Support is essential to our mission. Our top priority is to make our clients as successful as possible while utilizing Time To Pet — ensuring their journey is smooth from onboarding to long-term adoption.

As an Onboarding & Support Expert, you’ll play a key role in helping new customers implement Time To Pet and supporting our existing customers as they grow. You will guide clients through setup and training, troubleshoot their challenges, identify opportunities for improvement, and act as a trusted advisor to help them get the most out of the platform.

You’ll be a leader in delivering exceptional customer experiences, combining technical understanding with empathy, organization, and communication skills.

The Ideal Candidate

If selected for this role, you will be required to discontinue any active employment, partnerships, or ownership within the pet care or pet sitting industry.

You are an empathetic communicator who thrives on helping others succeed. You can translate technical software concepts into real-world solutions and make customers feel capable and supported. You’re highly organized, proactive, and able to manage multiple clients at different stages of their journey. You’re also a natural problem solver who can identify trends, advocate for product improvements, and develop new processes that make the client experience better for everyone.

While our ideal candidate would be based in Austin, TX, we are open to remote employees and all team members have the opportunity to work from home.

Responsibilities

Our standard support hours are Monday–Friday, 8 a.m.–7 p.m. CT, and your typical schedule will fall within this range. Occasional flexible weekend support hours are required (typically one weekend every eight weeks, averaging two hours per day).

We expect that the majority of your time (around 80%) will be spent doing the following:

• Guide new clients through onboarding and training, including personalized setup sessions, milestone tracking, and tailored success plans.
• Represent the voice of the customer in cross-departmental discussions to continually improve the client experience.
• Mentor other team members in onboarding best practices, de-escalation techniques, and customer engagement strategies.
• Monitor customer usage and identify underutilization, providing targeted outreach to help clients discover additional features that enhance their business performance.
• Create and maintain knowledge base and training materials, ensuring they align with evolving customer needs and best practices.
• Identify trends in customer feedback and feature requests, and work cross-functionally to recommend strategic product or process improvements.
• Develop and execute customer onboarding and engagement strategies that drive activation, retention, and long-term adoption.
• Assist clients via email, live chat, and occasional phone or screen-share support to answer questions, troubleshoot issues, and ensure they have the best possible experience with Time To Pet.

Things You May Do

• Collaborate with Sales and Product to improve the new-client handoff and feedback loops.
• Lead internal workshops or create new enablement content (videos, email courses, or Academy articles).
• Support special projects focused on improving onboarding efficiency, customer satisfaction, or internal systems.
• Identify business/process improvements that help Time To Pet deliver faster, more consistent results for clients.

Requirements

• Experience using Time To Pet (strongly preferred).
• 3+ years in Customer Onboarding, Implementation, or Customer Support in a SaaS environment.
• Proven ability to balance multiple client relationships and projects.
• Excellent written and verbal communication skills — friendly, clear, and professional.
• Strong problem-solving skills and the ability to connect business challenges to software solutions.
• Empathy and patience when working with clients of all technical skill levels.
• Self-starter who can work independently in a remote environment.
• Experience creating help documentation, training materials, or process improvements.
• Experience with Intercom, Slack, Loom, or similar tools.
• Reliable internet connection and ability to work within our support hours.
• If selected for this role, you will be required to discontinue any active employment, partnerships, or ownership within the pet care or pet sitting industry.

Salary

• The salary for this role is $48,000 to $55,000. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

How You Will Work

• While we do offer flexible work hours, our normal support hours are Monday - Friday from 8am to 7pm CT so we would expect your normal working hours to be within this time frame.
• Occasional flexible weekend support hours are required (typically 1 weekend per 8 weeks).

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
• 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!
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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.