Customer Experience, Lupa
Support/Success
AI-native Operating System for the vets and pets
Job no longer available
AI-native Operating System for the vets and pets
21-100 employees
Job no longer available
21-100 employees
Company mission
We are reinventing animal care
Role
Who you are
- Experience in a customer-facing role (Customer Success, Customer Support, Account Support, or similar)
- Strong communication skills and the ability to explain software in simple terms
- A calm, empathetic approach when supporting busy or stressed customers
- Strong organisation and attention to detail
- Comfortable working independently while collaborating with internal teams
- A genuine interest in animal care, veterinary services, or healthcare environments
What the job involves
- Respond to questions and issues in a timely, empathetic, and professional manner
- Act as a primary point of contact for clinics using our software
- Help clinics understand features, workflows, and best practices to improve efficiency
- Support veterinary clinics throughout their journey, from onboarding to day-to-day use
- Identify common challenges faced by clinics and proactively offer solutions
- Escalate technical issues to Product or Engineering with clear context and detail
- Gather feedback from clinics and share insights with internal teams to improve the product
- Maintain accurate records of clinic interactions and updates in internal systems
- Contribute to help guides, FAQs, and training materials tailored to veterinary teams
Application process
- 1. Apply for role
- 2. Values Questionnaire
- 3. Virtual Chat
- 4. In person Meeting
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
$4.4m
SEED
Total funding: $25.4m
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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