About Equine Software Group
Equine Software Group is building a connected software ecosystem for the global equestrian industry. Through Hopoti, Hippocrates and Equilab, we support more than 1.6 million riders and approximately 600 equestrian businesses across Europe, North America and other international markets.
Our products help riding schools, professional stables and equine service providers manage lessons, bookings, payments, horse care and communication while helping riders track their training, connect with their stables and participate more fully in equestrian life.
We focus on sustainable growth, strong products and creating lasting value for our customers, riders and horses.
The opportunity
We are looking for a customer-focused, hands-on Customer Support Specialist to look after the business customers of our B2B products in the United States.
Our customers are riding schools, professional stables, trainers and equine service providers. They run busy, physical businesses and rely on our software every day to manage lessons, bookings, payments, horse care and communication with their riders. When something is unclear or not working, they need fast, friendly help from someone who understands how their business runs.
You will be the first point of contact for these customers. You will solve their problems, help them get more value from our products and pass what you learn back to our product and commercial teams. We are a lean, entrepreneurial organization, so you will also help build the processes, help content and tools that let us support a growing US customer base well.
The role works closely with our sales, onboarding, product and engineering teams.
What you will do
Support our business customers
- Respond to customer questions by email, chat and phone, resolving issues quickly, accurately and in a friendly tone.
- Troubleshoot problems with scheduling, bookings, invoicing, payments, user access and account settings.
- Take ownership of each case until it is resolved, keeping customers informed along the way.
- Escalate bugs and technical issues to our engineering team with clear, reproducible detail.
Help customers succeed
- Help new customers get set up and confident using our products, working alongside our onboarding and sales teams.
- Run short training sessions and walkthroughs for stable owners, managers and staff.
- Spot customers who are struggling or at risk of leaving and help turn things around.
- Identify opportunities for customers to use more of our products and features, and share them with the commercial team.
Build a scalable support function
- Write and maintain help articles, FAQs and short video guides for US customers.
- Keep our support tools, macros and ticket categories organized and up to date.
- Track and report on response times, resolution times, customer satisfaction and common issues.
- Use AI and automation tools to answer common questions faster and free up time for complex cases.
Be the voice of the customer
- Share recurring issues, feature requests and customer feedback with our product team.
- Help test new features and releases before they reach customers.
What we are looking for
- At least 2 years of experience in customer support or customer success, ideally for a B2B software or SaaS company.
- Confidence troubleshooting software and explaining technical topics in simple, practical terms.
- Excellent written and spoken English, with a warm, clear and professional style.
- A strong sense of ownership and the ability to manage many open cases at once.
- Experience with help desk tools such as FreeScout, Zendesk, Intercom or HubSpot.
- Comfort working with modest resources and finding practical ways to do more.
- An interest in using AI tools to work smarter.
- Working remotely from the US East Coast and able to cover US business hours, with some flexibility for busy periods.
Experience in the equestrian industry, or with booking, scheduling or payments software, is a strong plus. Knowledge of how riding schools and boarding stables operate is welcome but not required.
What success could look like
During the first 12 months, the Customer Support Specialist will have:
- Become the trusted first point of contact for our US business customers.
- Delivered fast, consistent response and resolution times.
- Built a library of help content covering the most common US customer questions.
- Improved customer satisfaction and helped reduce churn among US customers.
- Given our product team a clear, regular picture of what US customers need.
Why join us?
This is an opportunity to shape customer support for a growing international software group in the US, serving an industry with enormous passion, strong communities and significant untapped potential.
You will work directly with the people who keep stables and riding schools running, and help make sure our products truly support their businesses, their riders and their horses.