Customer Support Manager
$70,000–$110,000 year
RemoteUnited States
United StatesRemoteFull Time$70,000–$110,000 yeareCommerceSmall
Full TimeSmalleCommerce
Job Summary
Lead and manage Vetcove's Customer Experience (CX) team to scale a veterinary software platform, driving onboarding, training, performance measurement, and process optimization. Oversee a team of support associates delivering multi-channel support (live chat, email, phone) and partner cross-functionally with Engineering, Partnerships, and Corporate teams to implement feature requests and enhancements. Act as the Voice of CX in planning, ensuring best practices and standards for support while helping scale operations to serve thousands of veterinary professionals and hospitals.
Required Qualifications
- 3+ years of experience in customer experience
- 1+ years of management experience
- Knowledge of intercom or similar ticketing systems
- Experience working 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
- Desire to learn and help customers succeed
- Strong collaboration skills
Desired Qualifications
- Experience leading customer support teams
- Strong veterinary industry familiarity (preferred)
- Intercom or similar ticketing systems experience
- Multichannel support (chat, email, phone) proficiency
- Excellent written and verbal communication
- Adaptability in fast-paced startups
- Process optimization and onboarding/training leadership
- Ability to analyze performance metrics and drive improvements
- Collaboration with cross-functional teams
- Background check clearance
- Non-sponsorship requirements understood
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