Customer Support, Lupa
Customer Experience Team
4-5 days a week in office (Paddington, London)
AI-native Operating System for the vets and pets
Be an early applicant
AI-native Operating System for the vets and pets
21-100 employees
Be an early applicant
4-5 days a week in office (Paddington, London)
21-100 employees
Company mission
We are reinventing animal care
Role
Who you are
- Experience in a customer support, helpdesk, or similar role, ideally at a company known for delivering exceptional customer service
- You hold yourself to a high standard: every interaction is an opportunity to deliver, and you take ownership of each one
- Clear and direct communicator who can break down software issues into simple, actionable steps
- A calm, empathetic approach when supporting busy or stressed customers
- Comfortable working in a fast-paced environment and managing multiple queries at once
- Highly organised with sharp attention to detail, you track everything and follow through on every query
Desirable
- Experience with support tooling (e.g. Intercom, Zendesk, Freshdesk, or similar) is a plus
What the job involves
- This is one of the most fundamental roles at Lupa, and the true beating heart of our organisation. You will own and be responsible for the satisfaction and happiness of Lupa's client. Day to day, that can have many shapes, but below you will see a few examples of activities you can expect:
- Respond to inbound questions, issues, and tickets from veterinary clinics in a timely, empathetic, and professional manner
- Triage and prioritise incoming requests, ensuring urgent issues are resolved quickly
- Troubleshoot common product issues and guide clinics through solutions step by step
- Escalate technical issues to Product or Engineering with clear context and detail
- Maintain accurate records of all clinic interactions, tickets, and resolutions in internal systems
- Identify recurring issues and feed insights back to the team to help reduce ticket volume and improve the product
- Contribute to and maintain help guides, FAQs, and training materials tailored to veterinary teams
- Support clinics with day-to-day product queries, from basic navigation to feature-specific guidance
Application process
- 1. Apply for role
- 2. Virtual interviews
- 3. In person interviews
- 4. Interview with CEO
Salary benchmarks
Our take
Lupa addresses the challenges of pet care service providers and pet parents in an industry where managing appointments, client engagement, and care provisions can be daunting. With its integrated platform, Lupa streamlines practice management and enhances client interactions, replacing fragmented systems and manual tasks.
Lupa leverages AI integration in pet care, automating tasks, offering personalised insights, and providing proactive support for providers and pet parents. Through features like online booking and AI-driven veterinary advice, Lupa simplifies operations and enhances pet care standards, setting a new industry benchmark.
It's a comprehensive solution to the challenges in pet care management, replacing fragmented systems with its integrated platform. By streamlining practice management and client engagement, Lupa eases burdens for businesses and enhances the pet ownership experience.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Oct 2025
$20m
SERIES A
Jan 2025
$4.5m
SEED
Total funding: $25.5m
Company benefits
- 💜 Private Medical Insurance - AXA
- 📈 Equity for all employees, without exception
- 💻 Brand New Equipment - MacBook Air M4 hardware
- 👤 Personal Therapist - Unlimited therapy sessions
- ☕ Free barista coffee and beer on tap
- 🏝️ Annual team trip abroad, monthly team socials
- 💪🏼 Subsidised gym membership
- 💰Pension contributions
- 👶 Workplace Nursery Scheme
- 🦷 Private Dental Scheme
- 🍽️ Heavily subsided nightly Dinners
Company values
- FALL IN LOVE, EVERY DAY - We encourage you to shape your role, so you find meaning and fulfilment in your work, everyday.
- OWN IT LIKE IT’S YOURS - We believe in true ownership - holding yourself accountable, delivering with pride, and knowing your effort is recognised and shapes our collective success.
- TRUST YOUR GUT - We trust you to lead with confidence, act on intuition and experience, and own your decisions.
- BE BOLD - At Lupa, we encourage bold thinking and fresh ideas - we push boundaries to build solutions
- ACT WITH EXTREME URGENCY - We move quickly and carefully, with purpose. Every decision and action drives real impact in this company.
Company HQ
Paddington, London, UK
Articles
Leadership
Nicolò Frisiani
(CEO)Graduated from the Imperial College London with an MSc in Machine Learning. Previously worked as a Senior Associate and Consultant at Boston Consulting Group and as a Senior Data Scientist at BCG GAMMA.
Matei Bjola
(COO)Graduated from the London School of Economics and Political Sciences with an MSc in Management. Previously worked at Boston Consulting Group as a Senior Associate and Consultant.
Raul Lozano Martin
(CTO)Graduated from the University of Manchester with a BS in Computer Science. Previously worked as a Software Engineer at Skyscanner and Meta.
People progressing
🦸♂️ As one of our first hires, Giulio has done everything from sales to deployment, and now drives high level projects, bridging the gap between strategy and operational teams.
Diversity, Equity & Inclusion at Lupa
Dan (Head of People)
- Our Vision To build a pack that’s as diverse as the pets (and people!) we serve, where everyone feels valued, supported, and empowered to thrive. Our Commitments 1. Inclusive Hiring Write job descriptions that focus on skills and potential, not just traditional credentials. Partner with diverse job boards and communities Use structured interviews and diverse panels to reduce bias. 2. Representation in Product & Community Involve a wide range of perspectives in product testing, vets, tech teams, clients, and pet owners from different backgrounds. Partner with animal welfare and tech organisations that support accessibility and inclusion.
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