Head of Customer Support - Remote

Overview

Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team.

In Short

• Lead the customer support team and optimize processes.
• Manage offshore contract support associates.
• Ensure excellent customer experience through various channels.
• Collaborate with leadership to understand business needs.
• Train and onboard new team members.
• Promote best practices within the support team.
• Work cross-functionally with engineering and corporate teams.
• Streamline communication with vendors and partners.
• Continuously develop processes to improve workflows.
• Act as the “Voice of CX” in planning discussions.

Requirements

• 3+ years of experience in customer experience.
• 2+ years of experience managing offshore teams.
• Knowledge of intercom or similar ticketing systems.
• Experience with multichannel support operations.
• Excellent written and verbal communication skills.
• Patience and compassion in handling difficult situations.
• Ability to adapt quickly and manage multiple responsibilities.
• Strong desire to learn and help customers succeed.
• Positive attitude and excellent collaboration skills.
• Tech/start-up experience is a plus.

Benefits

• 100% remote within the USA.
• Medical, Dental, and Vision Insurance.
• Automatic 401k contribution.
• Employee referral program.
• At home office setup.
• Bi-annual company retreats.
• Open vacation policy.
• Equity.
• Monthly team events.