Head of Growth and Customer Support

Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team. 

We are seeking a Head of Growth and Customer Support to support the CX and retention teams through the development and optimization of processes that ensure the best customer experience and strategy as we scale. 

The Customer Retention team is responsible for maintaining and strengthening existing relationships with our community of veterinary professionals, while our Customer Experience team provides the clinics with an excellent experience while utilizing our platform. You will play a crucial part in setting and measuring objectives, enhancing processes, and addressing systems and tooling issues across both teams.

This person will be excited by the challenge of proactively engaging with our customer base and is willing to go the extra mile to ensure all concerns are addressed. The ideal candidate has a passion for helping others and is empathetic, resilient, and tenacious. 

What you’ll do

• Partner with leadership to understand the business processes, pain points, and goals of the organization 

• Manage three customer support managers who each oversee a team of support associates and act as the direct manager for our retention specialist 

• Provide training, onboarding, career development, and 1:1 weekly meetings for direct reports 

• Maintain and promote company best practices and standards for support and retention 

• Drive strategy to identify clinics who may be slipping away as an active customer 

• Solicit feedback from our customers in order to understand how we can better evolve our platform and proactively field any objections clinics may have to using Vetcove

• Act as the “Voice of CX”, raising key needs during planning, and co-creating the support and retention strategy with leadership 

• Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools 

• Ensure a positive experience for all customers and help resolve escalated issues 

• Develop reporting and dashboards to monitor performance against CX and retention department’s KPIs and implement an optimal cadence for monitoring and performance updates

You should have

• 6+ years of experience in customer experience or growth ops 

• 3+ years of experience managing direct reports

• Knowledge of intercom or similar ticketing systems 

• You have worked within multichannel support operations (chat, email, phone) 

• Experience onboarding, training, mentoring new team members 

• Excellent written and verbal communication skills

• Ability to adapt quickly and manage many concurrent responsibilities

• A strong desire to help our customers succeed

• A positive attitude and one-for-all team mentality

• Ability to give highly engaging presentations and demos 

• Experience on tech platforms a plus

Benefits

• 100% remote within the USA

• Medical, Dental, and Vision Insurance  

• Automatic 401k contribution

• Employee referral program

• At home office set up 

• Bi-annual company retreats 

• Open vacation policy 

• Equity

• Monthly team events

Please note we are unable to sponsor work visas at this time.

Attention all job seekers! We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know:

1. Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cauti