Customer Support Specialist

The Leadership Agency; Ontario; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading company in veterinary practice management is seeking a Customer Support Specialist to enhance customer satisfaction and support veterinary teams. This remote-first role involves managing inquiries, troubleshooting issues, and recommending process improvements while fostering a positive customer experience.

Benefits

Employee Share Options

Learning & Growth Budget

Competitive Compensation

Qualifications

• Experience in high-volume, fast-paced environments.
• Tech-savvy with curiosity for understanding processes.

Responsibilities

• Handle a high volume of customer inquiries via chat, email, and phone.
• Troubleshoot issues and provide feedback to internal teams.
• Document all interactions in Hubspot.

Skills

Customer Service

Problem Solving

Communication

Technical Savvy

Tools

Hubspot

Slack

Job description

We are excited to partner with Digitail to expand their Customer Support team. Digitail offers an all-in-one, cloud-based practice management software that streamlines veterinary practices by replacing multiple disconnected tools. Their platform simplifies the patient journey, making it faster, easier, and more modern. With an AI-powered virtual assistant, Digitail automates routine administrative tasks, reducing staff workload and allowing teams to focus on providing exceptional care.

About Digitail

• Founded in 2018 by Sebastian Gabor & Ruxandra Pui.
• Trusted by over 1,000 practices, 4,000+ veterinarians, and 10+ universities & shelters across 40 countries.
• Features an AI-powered veterinary assistant that automates SOAP notes, patient summaries, treatment planning, and patient intake.
• Raised over $15M from top VCs including Partech, Atomico, byFounders, Gradient, and The Nordic Web Ventures.
• Featured in TechCrunch, PR Newswire, TechRound, and others.
• Core Values include Customer Passion, Caring, Ownership, Higher Purpose, and Growth Mindset.

Role : Customer Support Specialist

As a Customer Support Specialist at Digitail, you will be the primary contact for customers seeking assistance. This dynamic role requires attention to detail and a passion for delivering excellent support. Your goal is to consistently impress veterinarians and their teams, ensuring they feel valued and supported every time they reach out.

• Handle a high volume of customer inquiries via chat, email, and phone with promptness and accuracy.
• Troubleshoot issues, provide feedback to internal teams, and serve as a key resource for customer solutions.
• Recommend process improvements, automation, and new workflows to enhance customer service.
• Document all interactions in Hubspot to maintain organized records.
• Collaborate with team members via Slack to deliver optimal solutions.
• Thrive in a fast-paced, scaling environment with a problem-solving mindset.
• Develop deep product knowledge to resolve customer challenges and contribute to knowledge base articles.
• Escalate critical issues, bug reports, and feature requests through the internal ticketing system.
• Proven success in resolving customer inquiries efficiently.
• Experience in high-volume, fast-paced environments.
• Resilient, positive attitude capable of handling setbacks and challenges.
• Open to feedback and committed to continuous improvement.
• Tech-savvy with curiosity for understanding processes and finding solutions.
• Passionate about animals and committed to excellent service for pet owners and veterinary professionals.
• Experience in veterinary clinics is a plus.
• Mission-driven : Passionate about building solutions that impact lives.
• Remote work : Remote-first with an office in Downtown Toronto for collaboration days.
• Employee Share Options : Opportunity to share in the company's future growth.
• Learning & Growth : $1,000 annual budget for personal and professional development.
• Competitive Compensation : Designed to provide financial security.

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