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Salary: USD 85,000 - 130,000 / annual
Vetcove is modernizing the $50B+ animal health industry with a suite of platforms including a procurement marketplace, ecommerce platform, and practice management system. Over 25,000 veterinary hospitals across all 50 states use Vetcove daily. Backed by Y Combinator and top-tier venture investors, the company is scaling rapidly.
As Customer Support Manager, you will lead the customer experience (CX) team and drive the development and optimization of support processes as the company scales. You'll manage a team of support associates, overseeing their onboarding, training, performance measurement, and process improvement. This role is critical to ensuring both an excellent first impression during customer onboarding and a consistently delightful day-to-day experience for thousands of veterinary professionals.
Key responsibilities include:
- Acting as the "Voice of CX" in organizational planning and strategy discussions
- Partnering with leadership to understand business processes, pain points, and organizational goals
- Managing, training, and onboarding support associates; measuring and optimizing their performance
- Interviewing and scaling the support team as the company grows
- Maintaining company best practices and support standards
- Working cross-functionally with engineering, partners, and corporate teams to gather feature requests and platform enhancement recommendations
- Collaborating with vendors and industry partners to streamline communication and system alerts
- Continuously developing and expanding CX workflows and processes
You bring 3+ years of customer experience work, 1+ years of management experience, and familiarity with ticketing systems like Intercom. You have hands-on experience with multichannel support (chat, email, phone), excellent communication skills, patience in difficult situations, and the ability to manage multiple concurrent responsibilities. A background in tech or startups is a plus. You're a proactive self-starter who thrives in fast-paced environments and is genuinely excited about supporting a large community of passionate veterinary professionals.
