🩺💻🐾 Customer Support Specialist

Location: Remote (U.S.)

Schedule: Approximately 12 p.m.–8 p.m. ET, with flexibility for staggered or occasional weekend coverage

About the Role

Be the first friendly face for our users through our support chat system, ensuring fast, helpful, and human responses. You’ll help triage and resolve customer inquiries, review and document support tickets, and collaborate across teams to keep clinics and hospitals running efficiently.

This role sits at the heart of VetRec’s customer experience, blending empathy, problem-solving, and strong communication. You’ll play a key part in supporting our doctors and technicians, helping them troubleshoot issues, learn new workflows, and make the most of our AI-powered scribing platform.

We’re looking for someone who’s passionate about improving veterinary medicine, loves helping people, and thrives in a fast-paced, collaborative startup environment.

Schedule

This is a remote position focused on afternoon and evening coverage to ensure continuous customer support across time zones.

Typical hours are approximately 12 p.m.–8 p.m. ET, with some flexibility to help balance team coverage as we grow.

As a startup, we’re continually expanding our support hours and refining coverage. There may be occasional weekend or adjusted shifts to accommodate growth, special projects, or evolving customer needs, always with advance notice and respect for work-life balance.

What You’ll Be Doing

• Respond to customer inquiries through our support chat system, ensuring timely, clear, and friendly communication.
• Review, document, and follow up on support tickets, coordinating with Engineering or Customer Success for technical reviews or next steps.
• Identify and tag recurring issues, product feedback, and workflow patterns to help inform future improvements.
• Maintain and update customer response templates and contribute to Help Center articles, videos and internal documentation.
• Collaborate with Engineering and Product Management to surface patterns from customer inquiries, helping shape product priorities and feature enhancements.
• Support onboarding and ongoing customer success by assisting with setup tasks and coordinating with the CS team to ensure a seamless transition from onboarding to active use.

Who You Are

• You’ve worked in the veterinary industry (technician, CSR, practice manager, or similar).
• You have 4+ years of customer support or success experience, ideally in SaaS or tech.
• You’re an excellent communicator who’s approachable, empathetic, and proactive.
• You have strong organizational and prioritization skills and thrive in a dynamic, fast-moving environment.
• You’re comfortable with tools like support chat systems, Notion, Linear, Slack, and Outlook.
• Bonus points for:
• Startup or SaaS experience
• Familiarity with AI tools or prompt writing
• Bilingual is a plus
• Knowledge of PIMS systems (Instinct, ezyVet, Cornerstone, Vetspire, Avimark, etc.)
• Basic understanding of template-based workflows

What Success Looks Like

• Helps set and uphold evolving standards for response time, communication quality, and overall customer satisfaction.
• Efficiently triages and resolves support tickets, escalating when appropriate
• Identifies and communicates trends or feedback that drive product improvements
• Contributes regularly to macros, documentation, and process enhancements
• Builds strong, positive relationships with customers and internal teams

Our Values

• Get S Done:* We move fast, ship daily, and celebrate progress.
• Transparency & Ownership: We believe in radical honesty and proactive communication.
• Customer Obsession: Every message, note, and workflow exists to make doctors’ lives easier.
• Grit & Growth: We’re always learning, iterating, and finding better ways to serve the veterinary community.
• Over-communication > under-communication: Clear, frequent updates keep a fast-moving team aligned.

Why VetRec

At VetRec, you’ll be on the front lines with our customers, helping shape how veter