Head of Customer Support, Vetcove

$70-130k

+ Bonus + Equity. Salary range listed is the typical base pay range for this role across the U.S, for candidates in Colorado, the salary range is: $85,000 - $115,000

Intercom

Senior and Expert level

Remote from US

More information about location

Single-source veterinary hospital supply shop

Open for applications

Single-source veterinary hospital supply shop

101-200 employees

B2BMarketplacePetsSupply ChaineCommerceProcurement

Open for applications

$70-130k

+ Bonus + Equity. Salary range listed is the typical base pay range for this role across the U.S, for candidates in Colorado, the salary range is: $85,000 - $115,000

Intercom

Senior and Expert level

Remote from US

More information about location

101-200 employees

B2BMarketplacePetsSupply ChaineCommerceProcurement

Company mission

To provide a fair and ethical marketplace for veterinary purchasing.

Job

Company

Role

Who you are

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
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

What the job involves

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
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

Application process

The application deadline is October 1st, 2025

Our take

Purchasing inventory for veterinary hospitals can be time-consuming and expensive, as finding the best prices requires a lengthy process of researching suppliers and comparing their prices. Whilst some comparison tools do exist for veterinary organizations, existing solutions do not take into account custom negotiations, GPOs, or corporating pricing schemes, limiting the thoroughness of comparisons.

Vetcove provides an online marketplace for veterinary hospital inventory procurement, allowing clinics to reduce ordering times and costs through its free service. The company achieves this by allowing users to link their existing vendor accounts and list their custom pricing arrangements, helping inform a more accurate comparison ecosystem and boost supplier sales, whilst resolving supply chain limitations.

Whilst veterinary organizations already have access to the suppliers provided on Vetcove’s marketplace, the company stands out by integrating custom pricing arrangements into the comparison ecosystem, helping to provide a more holistic and accurate overview of supply chain inventories and costs. Whilst the marketplace is free for veterinary clinics and organizations, the company charges suppliers to be listed.

Kirsty

Company Specialist at Welcome to the Jungle

Company

Funding (2 rounds)

Dec 2021

$50m

SERIES A

Aug 2016

$3m

SEED

Total funding: $53m

Company benefits

Open Vacation Policy
Stock Options & Benefits
Medical, Dental, and Vision Insurance
401K Matching
We're a fully remote team!

Company HQ

Brickell, Miami, FL

Leadership

Alexander Kates

(Co-Founder & CEO)

Experience as Co-founder and Group Manager of Jersey Angels, LLC from 2009 to 2012. Co-founder and Managing Director of GRX from 2012 to 2015.

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