Customer Support Manager
About the role
Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our 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 Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year. We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient 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 our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools
- 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
- 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
Qualifications
- Experience with customer service and support
- Strong organizational and problem-solving skills
- Ability to handle multiple tasks and prioritize effectively
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
Skills
- Customer service and support
- Team management
- Process improvement
- Communication and interpersonal skills
Benefits
The typical base pay range for this role across the U.S. is: $70,000/year - $110,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $75,000 - $90,000 + 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.
Schedule
Vetcove offers a flexible schedule to accommodate the needs of our employees.
Pay
The typical base pay range for this role across the U.S. is: $70,000/year - $110,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $75,000 - $90,000 + 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.
Application Instructions
To apply, please submit your application through Vetcove’s Careers Page. The application deadline is accepted on an ongoing basis. Please note we are unable to sponsor work visas at this time.