Support & Personalization Specialist

CoVet; Canada; Remote; CAD 55,000 - 60,000; Full time

Job summary

CoVet, an innovative AI copilot application for veterinary professionals, is seeking a Support and Personalization Specialist. This full-time remote role involves ensuring users have a seamless experience with the software, providing technical support, and utilizing veterinary knowledge to resolve issues. Join a passionate team and contribute to improving the veterinary industry.

Benefits

Competitive salary and health benefits.

Remote-first culture with flexible working arrangements.

Impactful role in a fast-growing company.

Qualifications

• 1-3 years in customer or technical support roles.
• Familiarity with veterinary terminology is a plus.
• Fluency in English, both spoken and written.

Responsibilities

• Monitor all support channels and provide immediate responses.
• Assess and categorize incoming support requests.
• Utilize veterinary knowledge to diagnose issues.

Skills

Communication

Analytical skills

Troubleshooting

Multitasking

Job description

CoVet is an AI copilot application built to assist veterinary professionals by saving them time and allowing them to focus more on animal care—or even get home on time. We are a small, passionate, and agile team with a strong mission to improve the veterinary industry through innovative technology.

*Please note we will only be considering candidates who have worked in the vet/pet industry previously

About the role

As the Support and Personalization Specialist, you will play a crucial role in ensuring our users have a seamless experience with our AI co-pilot software for veterinarians.

This is a full-time, remote role working Tuesday to Saturday, from 8:00 a.m. to 4:00 p.m. PST / 9:00 a.m. to 5:00 p.m. MST.

What you'll do

• Monitor all support channels, including the in-app ticket system, email, chatbot, and phone.
• Provide immediate and friendly responses to acknowledge user enquiries, even if the solution is pending.
• Ensure users feel heard and confident that their issues are being addressed promptly.
• Assess and categorize incoming support requests.
• Delegate issues to the appropriate internal teams (e.g. CoVet Clinical Team, Sales, Engineering, Product) when necessary.
• Follow up to ensure timely resolution.
• Assemble relevant information such as transcripts, final records, and template details to diagnose issues.
• Utilize veterinary medical knowledge and technical expertise to identify the root cause of content errors.
• Determine whether issues are due to user input, transcription errors, or software prompting, and provide appropriate solutions.
• Provide effective resolutions after diagnosing problems, ensuring that user issues are fully addressed and communicated back to them promptly.
• Assist users with personalization requests to optimize their experience with our software.
• Decide the best tools to achieve desired outcomes, whether through the advanced template interface, personalization notes, or custom templates.
• Implement changes efficiently while ensuring reliability and user satisfaction.
• Create and update support materials, including Help Center articles and instructional videos.
• Maintain the accuracy and relevance of documentation in line with software updates and user feedback.

Qualifications

• Fluent in English language (spoken and written).
• 1-3 years in a customer support, technical support, or related role.
• Excellent verbal and written communication skills, with a friendly and professional approach to user interactions.
• Strong analytical and troubleshooting skills to diagnose and resolve user issues efficiently.
• Familiarity with veterinary terminology, workflows, or experience in the veterinary field is a plus.
• Ability to quickly learn and navigate AI-driven software, troubleshoot basic technical issues, and assist users in customization.
• Ability to multitask, prioritize enquiries, and ensure timely follow-ups.
• Capable of thoroughly investigating issues and maintaining accurate support documentation.
• Experience working cross-functionally with technical, sales, and veterinary teams to resolve issues effectively.
• A proactive approach to learning, improving support processes, and enhancing the user experience.

Why Join Us?

• Competitive salary and health benefits.
• Remote-first culture with flexible working arrangements.
• Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.

CoVet is an equal opportunity employer and is committed to building a diverse and inclusive team. Accommodations are available for candidates participating in all aspects of the selection process.

The pay range for this role is:

55,000 - 60,000 CAD per year (Remote (Canada))