Customer Support Specialist - App Support

$2,000.00 Hiring Bonus = $1,000 after 90 days and $1,000 after 1 year

Company Overview

The Mustad Hoofcare Group is the world’s largest manufacturer and seller of hoofcare products, serving farriers, horse owners and veterinarians worldwide, since 1832. We started producing horseshoe nails back in 1898. Today, we are the leading horseshoe nail producer worldwide. We serve farriers and horse owners worldwide with a complete line of hoofcare products designed to perform.

EQUINET is a fast-growing SaaS platform built to help modern businesses simplify operations, enhance collaboration, and drive digital efficiency. Developed with global teams in mind, EQUINET empowers users across industries to streamline their workflows, from project management and communication to reporting and analytics

Position Overview

The Customer Support Specialist plays a critical role in ensuring our users get the most out of the EQUINET platform. This position will be the first line of support for inquiries, demos, and troubleshooting, while also driving customer success initiatives to boost engagement and retention. Working closely with our USA and EU teams, you’ll help bridge the gap between users and our product, contributing to both user satisfaction and platform growth.

Essential Job Functions (required duties and responsibilities)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Customer Support & Engagement

Respond to user inquiries via Freshchat, email, and community channels promptly and professionally.

Assist users with product walkthroughs, onboarding sessions, and basic troubleshooting.

Provide demos and assist with customer education initiatives.

Support Mustad customer support occasionally as needed.

Customer Success

Track customer feedback, identify patterns, and proactively work on solutions or feature suggestions.

Ensure a smooth onboarding process for new customers and help increase product adoption and satisfaction.

Maintain ongoing communication with clients to understand their goals and ensure they receive maximum value.

Documentation & Community

Ensure the support and FAQ pages are continuously updated based on recurring inquiries and product updates.

Manage and moderate user communities and forums to foster engagement and knowledge sharing.

Work closely with marketing and product teams to align messaging and updates.

Technical Liaison

Use tools like Jira to report bugs, track issues, and follow up on resolutions.

Collaborate with the product and dev teams to escalate complex issues and test solutions before deployment.

Stay familiar with platform updates and be able to communicate high level digital technical topics in simple terms to end-users.

Education, Experience, and Skills Requirements

1+ years in a customer support, success, or onboarding role within a SaaS or tech company.

Strong written and verbal communication skills in English.

Comfortable with support tools (e.g., Freshchat), project tracking tools (e.g., Jira), and CMS platforms.

Demonstrated ability to manage and engage with online communities.

A knack for understanding and explaining tech concepts simply.

Experience working with distributed, international teams is a plus.

Desirable Skills/Attributes (preferred but not required)

Familiarity with SaaS platform operations or technical support environments.

Experience creating or managing support documentation and help centers.

A proactive mindset with the ability to self-manage and prioritize.

Passion for customer experience and continuous improvement.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer

Infrequent lifting up to 25 lbs.

Work Environment

Office environment with moderate level of noise

On occasion, may enter factory or warehouse environment, with limited exposure to heat, humidity, dust fumes, gases, toxic/caustic chemicals, airborne particles; exposure to significantly loud noise and moving mechanical parts on production lines, as well as moving equipment throughout the factory

Mandatory use of Personal Protective Equipment (PPE) which the company provides

Additional Information

Essential job functions and education, experience, and skills sections are representative of the minimum levels of education, experience, and skills required to perform the vital duties of this position.  The aforementioned shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.  Mustad USA, Inc. reserves the right to revise or change essential position functions and/or required duties and responsibilities as the need arises.  The position description does not constitute a written or implied contract of employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mustad offers comprehensive benefits to its eligible employees, including, but not limited to medical, dental, vision, and life insurance, short-and long-term disability, 401(k), dependent care, and flex spending accounts. 

 We are an Equal Opportunity Employer