Customer Support Manager

About the role

The company is modernizing the future of veterinary software and the pet parent healthcare experience. Its suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on the organization's platforms daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year. The organization is modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors, the company is a fast-growing, mission-driven organization. It is searching for talented and passionate people who want to help shape the future of veterinary care.

Responsibilities

• 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 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 provide engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to 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

Requirements

• 3+ years of experience in customer experience
• 1+ years of management experience
• Knowledge of Intercom or similar ticketing systems
• Experience 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 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

Pay

The typical base pay range for this role across the U.S. is: $85,000/year – $130,000/year + bonus + equity + benefits.

Benefits

In addition to base compensation, the organization offers a comprehensive benefits package.