Practice Support Manager

Shepherd Veterinary Solutions; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading veterinary software company in the United States is seeking a Practice Support Manager. This customer-facing role involves helping veterinary practices effectively use Shepherd's platform. Candidates should have 3–5 years of veterinary experience and must exhibit strong problem-solving and communication skills. A supportive work environment, along with competitive salary and benefits, is provided to foster autonomy and collaboration within the team.

Benefits

Competitive salary and benefits

Autonomy and responsibility

Collaborative work environment

Qualifications

• 3–5 years of experience working in a veterinary practice.
• Experience supporting users in a SaaS or technical support environment.
• Comfort working in a remote, self-directed role.

Responsibilities

• Provide real-time support to veterinary practices via various channels.
• Investigate and troubleshoot user questions.
• Clearly explain Shepherd's behavior in concise communication.

Skills

Problem-solving

Strong written communication

Technical support experience

Organizational skills

Job description

Shepherd is the fastest-growing veterinary practice management software in the U.S. We're on a mission to simplify running a veterinary practice, empowering vets and their teams so that they can rekindle their joy of practicing veterinary medicine. Our success story is a testament to a powerful combination: a stellar product, exceptional people, and an unwavering commitment to our unique culture.

As a Practice Support Manager, you will serve as a frontline partner to veterinary practices using Shepherd. This role sits at the intersection of customer experience and technical problem-solving. You’ll help practices navigate complex workflows, investigate system behavior, and understand how and why Shepherd works the way it does.

While this is a customer-facing role, success requires more than empathy and communication — it depends on your ability to reason through software systems, learn independently, and apply concepts across a wide range of real-world scenarios.

Position:

Your Mission:

Become a trusted problem-solving partner for veterinary teams by helping them confidently use Shepherd in their day-to-day workflows. Through clear communication, thoughtful investigation, and independent learning, you’ll reduce friction for practices and help them spend less time on software and more time caring for patients.

What you will do:

• Provide real-time support to veterinary practices via online chat (primary), email, Zoom, and phone calls
• Investigate and troubleshoot user questions by navigating Shepherd, asking effective discovery questions, and working through workflows
• Reason through multi-step scenarios to identify root causes and guide users to resolution
• Clearly explain how and why Shepherd behaves the way it does using concise, written communication
• Learn and apply frequent product updates through documentation, videos, hands-on testing, and collaboration with internal teams

What we are looking for:

• 3–5 years of experience working in a veterinary practice
• Experience supporting users in a SaaS or technical support environment
• Comfort working in a remote, self-directed role that requires strong organization and time management
• Strong written communication skills with the ability to explain complex concepts clearly
• Ability to independently investigate issues, reason through multi-step problems, and adapt to frequent product changes

What we offer you:

• Competitive salary and benefits
• A multifaceted job with a high degree of responsibility, autonomy, and opportunity.
• A modern work environment with a dedicated and motivated team
• A work environment built on collaboration, flexibility, and respect