Veterinary CX Leader | 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

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.