Head of 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 Customer Support to support the CX organization and our customers through the development and optimization of processes that ensure the best customer support and strategy as we scale. You will be leading a team of offshore contract support associates in onboarding, training, measuring objectives, and enhancing processes.

Members of the CX team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, educational courses, community events, collaborative content, and more. This role plays a pivotal part in ensuring the team's success in providing both an incredible first impression during the onboarding process, and a delightful day-to-day experience for every user and partner moving forward.

The ideal candidate is a proactive self-starter who thrives in a fast-paced, team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via our platform, troubleshooting, and working cross-functionally to help evolve our platform.

Experience in a relevant customer-facing role, and managing an offshore team are required.

What you'll do

• Act as the “Voice of CX", raising key needs during planning

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

• Manage a team of offshore contract support associates, provide training, onboarding, and measure performance

• Interview and help scale the contract support team

• Maintain and promote company best practices and standards for support

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

• Work with vendor and industry partners to streamline communication and alerts between systems

• Help to continuously develop and expand processes in order to streamline CX workflows

You should have

• 3+ years of experience in customer experience

• 2+ years of experience managing offshore teams

• Knowledge of intercom or similar ticketing systems

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

• Excellent written and verbal communication skills

• Patience and compassion when handling difficult situations

• Ability to adapt quickly and manage many concurrent responsibilities

• A strong desire to learn and help our customers succeed

• A positive attitude and one-for-all team mentality and excellent collaboration skills

• Tech/start-up work experience is a plus but not required

Benefits (Full Time Roles)

• 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

The typical base pay range for this role across the U.S. is: $70,000/year - $130,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $85,000 - $115,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives.

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