Customer Support Manager

About the Company

Vetcove is modernizing the animal health industry by providing veterinary organizations with tools to focus more on patient care. Backed by Y Combinator, our platform includes a procurement marketplace, ecommerce experience, and practice management system used by over 25,000 hospitals.

Responsibilities

• Act as the "Voice of CX", raising key needs during planning
• Partner with Leadership to understand business processes, pain points, and goals
• Manage a team of support associates, providing training, onboarding, and performance measurement
• Interview and help scale the support team
• Maintain and promote company best practices and standards for support
• Work cross-functionally to provide engineering and corporate teams with feature requests and tool enhancements
• Work with vendor and industry partners to streamline communication and alerts
• Continuously develop and expand processes 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 in multichannel support operations (chat, email, phone)
• Excellent written and verbal communication skills
• Ability to adapt quickly and manage concurrent responsibilities

Preferred Qualifications

• Tech or startup work experience