Virtual Care Host, Modern Animal
$16 - $20 per hour
Membership based veterinary care provider
Be an early applicant
Membership based veterinary care provider
201-500 employees
Be an early applicant
$16 - $20 per hour
201-500 employees
Company mission
To better the lives of animals by building a place that's better for all of us who love them.
Role
Who you are
- 5+ years of experience in a customer service role within a concierge-level or white-glove support environment
- 3+ years of experience in small animal veterinary practice (preferred but not required)
- A passion for excellence and delivering customer experiences that go above and beyond expectations
- Proven ability to take full ownership of client concerns, ensuring timely and effective resolution
- Strong communication skills, both verbal and written, with an emphasis on clarity and empathy
- Comfort with technology, including experience using various customer support and medical record software
- Adaptability in a fast-paced environment, with the ability to problem-solve and make quick decisions under pressure
- Openness to continuous learning, receiving constructive feedback, and evolving within the role
- Bilingual candidates preferred to enhance communication and service
- Reliable internet & workspace: Minimum ISP parameters of >100mb_down/>100mb_up/<10ms_latency and a quiet, distraction-free work environment
- Commitment to Modern Animal’s values, including compassion, curiosity, and dedication to high-quality care
What the job involves
- At Modern Animal, our mission is to better the lives of animals by building a place that’s better for all of us who love them. We are deeply committed to excellence, consistency, and innovation in veterinary care, and we’re looking for Virtual Customer Service Representatives (Hosts) to join our growing team
- As a Host on the Member Success team, you will take full ownership of client concerns from beginning to end, delivering an exceptional customer experience through proactive communication and problem-solving. You’ll go above and beyond to ensure seamless service, act as a trusted resource for our members, and maintain the highest standards of quality and efficiency
- Deliver Consistent, High-Quality Service: Address general inquiries with professionalism, and empathy while prioritizing member needs
- Master Multichannel Communication: Engage with members via chat, email, and phone, utilizing various software tools to navigate accounts, and provide effective solutions
- Own Customer Concerns from Start to Resolution: Take full responsibility for resolving complex issues, ensuring a seamless experience
- Own the Member journey: from assisting with sign-up and onboarding, to ensuring active engagement with care, to fostering long-term retention and win-back effort, creating an exceptional experience at every stage
- Proactively engage with members: drive business growth by encouraging members to schedule procedures and appointments, ensuring their pets receive timely and high-quality care. Build relationships and maintain trust by delivering consistent, high quality service
- Ensure Accuracy & Efficiency: Maintain precise medical records and document customer interactions thoroughly and accurately
Our take
Modern Animal provides veterinary services for animals via a human-focused model. An annual membership fee covers all examination costs and 24/7 virtual consultations. The company specifically designed its clinics to appeal to owners by removing the clinical atmosphere found at many traditional vets.
The service has so far appealed to younger pet owners who have been quick to adapt to virtual and digital services. It's also popular with veterinary teams, as Modern Animal also focuses on providing enjoyable working environments to attract and retain talent in an industry which has long experienced a skills shortage.
Modern Animal isn't alone in this space: competitors include Fuzzy and Airvet, both offering telemedicine for pets. Its continued success will depend on its ability to scale its operations and stay ahead of its rivals. Its opening of additional California clinics in 2022 and expansion across the US led to its acquisition by Chewy in 2026, a publicly traded pet food company.
Steph
Company Specialist at Welcome to the Jungle
Insights
51% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2025
$46m
SERIES D
Aug 2022
$75m
SERIES C
Total funding: $210m
Company benefits
- Excellent medical, vision, & dental coverage with various options to choose from
- 401k savings plan with a company match
- Flexible time off & paid parental leave
- Free membership to Modern Animal for your pets and discounts on extra services
- Free membership to One Medical for primary care
- Access to behavioral and mental health services through Ginger
- A collaborative team who has your back and will welcome you as part of our pack
Company HQ
Downtown, Culver City, CA
Leadership
Steven Eidelman
(Founder & CEO)After studying at the University of Pennsylvania, Steven spent 5 years as an Associate at Bain & Company and Spectrum Equity, before co-founding Whistle Labs. Following this, founded Modern Animal in 2018, serving as CEO since.
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