Head of Customer Support, Vetcove
$70-130k
Salary dependent on location + Equity + Bonus
More information about location
Single-source veterinary hospital supply shop
Open for applications
Single-source veterinary hospital supply shop
101-200 employees
Open for applications
$70-130k
Salary dependent on location + Equity + Bonus
More information about location
101-200 employees
Company mission
To provide a fair and ethical marketplace for veterinary purchasing.
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
- 1+ years of experience managing offshore teams
- 1+ years of experience in a management role
- 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
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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