---
title: 'Customer Support Manager at MoeGo'
canonical: 'https://feeny.ai/job/customer-support-manager-moego-united-states-pzmsfa84frnh'
type: 'job'
last_seen: '2026-11-09'
---

# Customer Support Manager at MoeGo

- **Company:** MoeGo
- **Location:** United States
- **Compensation:** $100k–$115k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-26
- **Last confirmed live:** 2026-11-09
- **Apply:** https://jobs.ashbyhq.com/moego/75bccf7e-69b0-4d4c-b7bc-e330c3c267a7

## Job description

Location: Remote (US or CAN) Department: Client Success Reports to: Director of Client Success

## About MoeGo 🐾

MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents. Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.

## About the Role

We're looking for a hands-on Customer Support Manager to lead MoeGo's frontline support team day to day, managing two Support Leads and the specialist team behind them. You'll run a 24/7 global operation that handles tens of thousands of customer conversations each quarter, with AI resolving a large share of simpler volume and the team focused on more complex issues. You'll own staffing, coverage, quality, and team performance, and keep improving the systems behind them: workforce forecasting, capacity planning, AI automation, and QA. You'll partner closely with Implementation, Customer Success, Product, and Engineering to resolve escalations quickly and reduce repeat issues at the source.

Key Responsibilities:

## Team Leadership

- Directly manage two Support Leads, and through them the specialist team across shifts and time zones
- Develop the Support Leads into stronger operators, delegating day-to-day queue and shift management while building their ownership of forecasting, QA, and automation
- Set clear performance expectations, run 1:1s, and partner with leads on hiring, onboarding, and performance issues
- Own escalation paths so leads and specialists know when and how to escalate

Operations and Workforce Management

- Own demand forecasting, scheduling, and shift coverage to maintain 24/7 response targets
- Monitor queue health in real time and adjust staffing as volume shifts, including seasonal peaks
- Build headcount and capacity plans based on volume trends and AI deflection

Quality and Customer Experience

- Run the QA program, including scoring rubrics, calibration, and coaching loops
- Own CSAT, first response time, resolution time, and backlog metrics, and act on trends
- Maintain support macros, workflows, and knowledge base content

AI and Automation

- Partner on AI resolution performance, identifying gaps and tuning content and workflows
- Find opportunities to automate repetitive work and reduce manual handling

Cross-functional Partnership

- Manage bug and incident escalations with Engineering, including prioritization and customer communication
- Surface product feedback and top contact drivers to Product with supporting data
- Coordinate with Implementation and CS on customer handoffs and at-risk accounts

Reporting

- Deliver weekly and monthly reporting on volume, performance, quality, and staffing
- Flag operational risks early with a recommended plan

Minimum Qualifications:

- 4+ years in customer support, with 2+ years leading a frontline team
- Experience with forecasting, scheduling, and coverage planning for a multi-shift team
- Experience running or improving a QA program
- Comfortable working with support data to diagnose problems and make staffing decisions
- Strong written communication and ability to work with technical and non-technical partners

Preferred Qualifications:

- Experience leading 24/7 or globally distributed support teams
- Experience with AI-assisted support tools
- Experience in SaaS, especially SMB or vertical SaaS
- Familiarity with Intercom, Salesforce, or similar tools
- Experience managing through high-growth periods or seasonal volume spikes

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching.

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

## About MoeGo

## Company Overview
- **One-liner**: All-in-one pet business software that streamlines scheduling, client management, staff coordination, and marketing for grooming salons, daycare centers, boarding facilities, and mobile pet care businesses.
- **Entity Type**: Private (Series A, $24M led by Base10 Partners in March 2024)
- **Headquarters**: Los Angeles, California, United States
- **Founded**: 2019
- **Founders**: Ethan Dong (Yi Dong) and Emma Chen

## Core Business
- **Primary industry**: Pet care vertical SaaS (Software-as-a-Service)
- **Target customers**: B2B – pet care businesses ranging from single-location grooming salons to multi-location boarding franchises and mobile van operators.
- **Mission or purpose statement**: “Empower pet care businesses at every stage of growth to thrive in an industry fueled by passion and purpose” and “reshape the technology infrastructure of the pet economy” [moego.pet](https://www.moego.pet/), [prnewswire.com](https://www.prnewswire.com/news-releases/moego-secures-24-million-series-a-led-by-base10-to-revolutionize-the-pet-care-economy-302083433.html).

## Products & Services
- **Smart Schedule**: Automated scheduling that fills gaps and prevents overbooking.
- **Online Booking**: Allows clients to book anytime while protecting the schedule and revenue.
- **Staffing Module**: Balances staff capacity and demand.
- **Grooming Report**: Sends automated, personalized updates to pet parents.
- **Review Booster**: Turns satisfied customers into 5-star reviews automatically.
- **Automated Workflow**: Messaging, reminders, and updates sent automatically.
- **Lead Capture**: Collects leads from online booking inquiries, Google Ads, and missed calls.
- **Business Intelligence**: Tracks revenue, occupancy, and client growth for data-driven decisions.
- **Task Automation**: Generates and assigns daily tasks (feeding, walks, medication) with accountability.
- **Marketing Automation**: Tools for email/SMS campaigns and customer retention.
- **Mobile App**: Native apps for Web, iOS, and Android.

## Market Standing
- **Valuation/Market Cap**: Not publicly available.
- **Key Metric**: Total funding of **$31.0M** (Seed rounds and Series A). Serves **10,000+ businesses** and **11+ million pets**; facilitated **69+ million appointments** as of 2025 [moego.pet](https://www.moego.pet/), [linkedin.com](https://www.linkedin.com/company/moego).
- **Notable Investors/Partners**: Base10 Partners (lead Series A), Mars Petcare’s Digitalis Ventures, Conductive Ventures, Uphonest Capital.
- **Growth Signals**: 100%+ year-over-year organic growth since inception (reported in 2024); 70 employees (+6.2% YoY); operates in 5 countries (US, China, Hong Kong, Canada, Ireland); expanding into enterprise and franchise clients.

## Competitive Advantages
- **Purpose-built for pet care**: Unlike generic scheduling software, MoeGo is designed specifically for grooming, daycare, boarding, and mobile van workflows.
- **Innovation track record**: First in the industry to offer Smart Routing for mobile groomers and a Review Booster that works with pet care professionals’ concerns.
- **Native multi-platform**: One of the few pet care software companies offering native apps on Web, iOS, and Android.
- **High product satisfaction**: 4.9/5.0 product rating (104 reviews) [linkedin.com](https://www.linkedin.com/company/moego).
- **Enterprise-grade features**: Multi-location/franchise management, comprehensive reporting, BI, employee management, and payroll.
- **Strong community**: Active Facebook community and direct customer feedback loop through Chief Customer Success Officer.

## Strategic Focus
- **Product development**: Expand features for pet boarding, daycare, and retail enterprises.
- **Team expansion**: Use Series A funding to substantially grow the team across engineering, product, and customer success.
- **Enterprise growth**: Attract larger multi-location and franchise clients with enterprise-grade capabilities.
- **Market leadership**: Continue to “redefine the category” of pet care software, drawing parallels to Toast (restaurants) and ServiceTitan (home services) [prnewswire.com](https://www.prnewswire.com/news-releases/moego-secures-24-million-series-a-led-by-base10-to-revolutionize-the-pet-care-economy-302083433.html).

## Why Work Here
- **Engineering culture**: Described as “creative, diverse, and work-life balanced” with a focus on building simple, impactful solutions for the pet community [tech.moego.pet](https://tech.moego.pet/about/).
- **Impact**: Engineers build features that directly improve the lives of pet care professionals and pet parents; “we build everything from the ground up based on pet owners' needs.”
- **Talent pool**: Hires from top tech companies (ByteDance, ServiceTitan, Tencent, Toast, etc.) and offers exposure to modern tech stack (Python, Java, Postgres, Figma, HubSpot, etc.).
- **Remote/hybrid**: Not explicitly stated, but HQ is in Los Angeles with offices in LA and remote team members across multiple countries.
- **Perks**: Pet-friendly culture (team is full of pet lovers), strong customer community, and a mission-driven environment.
- **Employer rating**: 2.7/5.0 (44 reviews) on LinkedIn, with work-life balance at 2.5, compensation at 3.2, culture at 2.7, and career at 3.0 – note that product satisfaction is much higher (4.9/5.0), suggesting strong customer focus but mixed internal sentiment.

## Sources
1. [moego.pet](https://www.moego.pet/)
2. [linkedin.com](https://www.linkedin.com/company/moego)
3. [tech.moego.pet](https://tech.moego.pet/about/)
4. [prnewswire.com](https://www.prnewswire.com/news-releases/moego-secures-24-million-series-a-led-by-base10-to-revolutionize-the-pet-care-economy-302083433.html)
5. [moego.pet/blog](https://www.moego.pet/blog/the-story-of-moego)

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