Customer Support Manager

Vetcove Inc.; United States; Remote; USD 85,000 - 130,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Vetcove is seeking a Customer Support Manager to lead the CX organization, guiding onboarding, training, and scalable processes as we grow. You will mentor a team of support associates and drive performance metrics to deliver exceptional experiences for veterinarians and partners.

The role requires hands-on leadership in a fast-paced startup environment, with collaboration across engineering, partnerships, and operations to refine tools and workflows for a delightful day-to-day user experience.

Qualifications

• 3+ years of experience in customer experience.
• 1+ years of management experience.
• Knowledge of Intercom or similar ticketing systems.
• You have worked within multichannel support operations (chat, email, phone).
• Excellent written and verbal communication skills.

Responsibilities

• Act as the 'Voice of CX', raising key needs during planning.
• Partner with Leadership to understand business processes and goals.
• Manage a team of support associates, provide training, onboarding, and measure performance.
• Interview and help scale the support team.
• Maintain and promote company best practices and standards for support.
• Work cross-functionally to inform engineering, partner, and corporate teams on feature requests.
• Coordinate with vendors to streamline communication between systems.
• Develop and expand CX processes to optimize workflows.

Skills

Customer experience (CX)

Team leadership

Intercom / ticketing systems

Multichannel support

Excellent communication

Empathy and problem solving

Adaptability

Tools

Intercom

Job description

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year.

We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care.

We are seeking a Customer Support Manager to support the CX organization and our customers through the development and optimization of processes that ensure the best customer support and strategy as we scale. You will be leading a team of support associates in onboarding, training, measuring objectives, and enhancing processes.

Members of the CX team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, educational courses, community events, collaborative content, and more. This role plays a pivotal part in ensuring the team’s success in providing both an incredible first impression during the onboarding process, and a delightful day-to-day experience for every user and partner moving forward.

The ideal candidate is a proactive self-starter who thrives in a fast-paced, team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via our platform, troubleshooting, and working cross-functionally to help evolve our platform.

What you’ll do

• Act as the “Voice of CX”, raising key needs during planning
• Partner with Leadership to understand the business processes, pain points, and goals of the organization
• Manage a team of support associates, provide training, onboarding, and measure performance
• Interview and help scale the support team
• Maintain and promote company best practices and standards for support
• Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools
• Work with vendor and industry partners to streamline communication and alerts between systems
• Help to continuously develop and expand processes in order to streamline CX workflows

You should have

• 3+ years of experience in customer experience
• 1+ years of management experience
• Knowledge of intercom or similar ticketing systems
• You have worked within multichannel support operations (chat, email, phone)
• Excellent written and verbal communication skills
• Patience and compassion when handling difficult situations
• Ability to adapt quickly and manage many concurrent responsibilities
• A strong desire to learn and help our customers succeed
• A positive attitude and one-for-all team mentality and excellent collaboration skills
• Tech/start-up work experience is a plus but not required

The typical base pay range for this role across the U.S. is: $85,000/year - $130,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $90,000 - $110,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives.

In addition to base compensation, Vetcove offers a comprehensive benefits
package. Please refer to the “Benefits (Full Time Roles)” section above for more
details.

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Employment is contingent upon successful completion of a background check.

Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs.