Veterinary CX Leader: Scale Support & Ops

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

Benefits offered by this job

Benefits package

Job summary

Vetcove is seeking a Customer Support Manager to lead and grow our CX team across the United States. You will oversee onboarding, training, and performance measurement to deliver an exceptional onboarding experience and a delightful daily user journey for veterinarians and partners.

You’ll collaborate cross-functionally to drive process improvements, handle intercom-based workflows, and scale our multi-channel support operations while maintaining a strong customer-first ethos.

Qualifications

• 3+ years of experience in customer experience.
• 1+ years of management experience.
• Experience with Intercom or similar ticketing systems.
• Experience in multichannel support operations (chat, email, phone).

Responsibilities

• Act as the voice of CX and raise needs during planning.
• Lead and scale a team of support associates with onboarding and training.
• Set objectives and measure performance across the CX team.
• Interviews and helps scale the support team.
• Maintain and promote company best practices for support.
• Collaborate with engineering, partners, and corporate teams on feature requests.

Skills

Customer Experience

Management

Intercom

Multichannel Support

Communication

Empathy

Adaptability

Collaboration

Startup Experience

Tools

Intercom

Job description

Vetcove is seeking a Customer Support Manager to lead and grow our CX team across the United States. You will oversee onboarding, training, and performance measurement to deliver an exceptional onboarding experience and a delightful daily user journey for veterinarians and partners.

You’ll collaborate cross-functionally to drive process improvements, handle intercom-based workflows, and scale our multi-channel support operations while maintaining a strong customer-first ethos.