Retention (Escalations) Specialist at Snout – Dallas, Texas

Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.

Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the U.S. We’re a small but mighty startup team of <30 employees. We’re on the lookout for an experienced and Retention (Escalations) Specialist based in the Texas or Georgia area to help support our clients with their wellness plans and payments.

At Snout, we’re looking for someone as a Retention (Escalations) Specialist, who thrives on solving tough customer challenges in a fast-moving tech environment. You’ll be the go-to for retention and escalated issues across phone, email, and chat, working directly with veterinarians and pet parents to turn problems into positive experiences. Your main objective will be to handle cancellation requests and be responsible for limiting churn. You’ll dig into complex cases, uncover root causes, and collaborate with product, operations, payments and support teams to implement solutions that make our workflows smarter and smoother. Clear, empathetic communication along with problem solving are your strengths, and even in tough situations, you’ll leave customers feeling supported.

This is more than a retention role; it’s a chance to grow with a fast-moving startup while helping shape the way we care for pets. You’ll track trends, document resolutions, and help build scalable processes that improve the entire support experience. If you’re proactive, empathetic, and energized by solving challenging problems in a tech-driven environment, we want you on our team!

Apply today and help Snout grow while making a lasting impact on pets and the people who love them.