Vet Clinic Support Associate
Vetcove · United States
- Hybrid
- Full-time
- $70,000 / year
- United States
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Job highlights
- Support veterinary professionals via chat, email, phone.
- Troubleshoot issues and explain solutions clearly.
- Handle admin tasks and proactive account management.
- Collaborate with engineering on feature requests.
- Enhance support workflows and processes.
About the role
Vet Clinic Support Associate at Vetcove
Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year.
We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care.
About The Position
The Support Associate is responsible for engaging with our vibrant community of veterinary professionals to support them in their critical purchasing decisions and processes through the use of the Vetcove platform. Members of the support team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, and platform demos. This role plays a pivotal part in ensuring a positive and delightful day-to-day experience for every user leveraging the platform for their supply ordering needs.
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, as well as excellent written and verbal communication skills, are required. Knowledge of intercom and/or experience with other chat platforms is strongly preferred.
What You'll Do
- Support existing Vetcove users by responding to user inquiries via live chat, email, and phone in a timely manner.
- Troubleshoot issues quickly and explain scenarios/solutions in an easily digestible and effective manner.
- Handle various daily and weekly admin responsibilities, such as proactive account management, item issue reports, item reviews, credit approvals, and more.
- 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 support workflows.
You should have
- 1 year of relevant, customer facing work experience.
- 2 Year Associates Degree or 4 Year College Degree.
- Excellent written and verbal communication skills.
- Experience in chat support preferred.
- 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.
Benefits (Full Time Roles)
- 100% remote within the USA.
- Medical, Dental, and Vision Insurance.
- Automatic 401k contribution.
- Employee referral program.
- At home office setup.
- Bi-annual company retreats.
- Open vacation policy.
- Equity.
- Monthly team events.
The typical base pay range for this role across the U.S. is: $50,000/year - $80,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $55,000 - $75,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives.
In addition to base compensation, Vetcove offers a comprehensive benefits package. Please refer to the “Benefits (Full Time Roles)” section above for more details.
To apply, please submit your application through Vetcove’s Careers Page. The application deadline is accepted on an on going basis.
Please note we are unable to sponsor work visas at this time.
Scam Alert
Attention all job seekers! We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know:
- Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout!
- Authentic communications from our company will only come through verified email addresses and phone numbers. If you receive unexpected messages or calls, exercise caution and verify their authenticity. Don’t let scammers catch you off guard!
- It's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourself!
- Remember that during the application process, we will never request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secure!
- If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our recruiting department. By working together, we can combat these scams and keep the job market safer for everyone.
We understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart!
Equal Opportunity Employer
Employment is contingent upon successful completion of a background check. Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs.
Key skills/competency
- Customer Support
- Veterinary Software
- Client Relations
- Problem Solving
- Communication Skills
- Platform Demos
- Account Management
- Troubleshooting
- Intercom
- Team Collaboration
Skills & topics
- Customer Support
- Veterinary Software
- Client Relations
- Problem Solving
- Communication Skills
- Platform Demos
- Account Management
- Troubleshooting
- Intercom
- Team Collaboration
- Customer Service
- SaaS
- Tech Support
- Remote Work
- Veterinary Industry
- Healthcare Technology
- Startup
- Associate
- Support Specialist
- Customer Experience
How to get hired
- Tailor your resume: Highlight customer-facing experience and communication skills relevant to Vetcove.
- Showcase problem-solving: Emphasize your ability to troubleshoot and explain complex issues simply.
- Demonstrate team spirit: Provide examples of your positive attitude and collaborative work ethic.
- Research Vetcove: Understand their mission to modernize animal health and focus on patient care.
- Prepare for support scenarios: Be ready to discuss how you handle difficult customer interactions.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the typical career path for a Vet Clinic Support Associate at Vetcove?
- While the Support Associate role is crucial for daily operations, Vetcove is a growing company. Opportunities may arise for advancement into senior support roles, team lead positions, or even branching into other departments like customer success, operations, or product support, depending on individual skills and company needs. Your contributions to enhancing support workflows and providing valuable user feedback can pave the way for growth.
- What kind of technical skills are most important for a Vet Clinic Support Associate at Vetcove?
- Strong written and verbal communication skills are paramount. Experience with chat support platforms like Intercom is highly preferred. Additionally, the ability to quickly learn and navigate new software, troubleshoot technical issues, and explain technical concepts in an easy-to-understand manner for veterinary professionals will be key to your success in this role.
- How does Vetcove foster a positive team environment for remote employees?
- Vetcove prioritizes team connection through various initiatives. They offer monthly team events, bi-annual company retreats (all-expenses-paid), and encourage a collaborative, 'one-for-all' mentality. The remote setup also includes an at-home office setup stipend to ensure you have a comfortable and productive work environment.
- What does 'modernizing the future of veterinary software' mean for a Support Associate?
- As a Support Associate, you're on the front lines, helping veterinary professionals adopt and utilize Vetcove's innovative platforms. This means guiding them through procurement marketplaces, e-commerce experiences, and practice management systems, ultimately empowering them to focus more on patient care. Your role directly contributes to simplifying complex processes for vet clinics.
- What are the expectations regarding response times for customer inquiries at Vetcove?
- The job description emphasizes responding to user inquiries via live chat, email, and phone 'in a timely manner.' While specific SLAs aren't detailed, the expectation is that as a Support Associate, you will be efficient and effective in troubleshooting issues and providing solutions to ensure a positive user experience.
- Is there any specific knowledge about veterinary practice management systems required for this role?
- While direct experience with veterinary practice management systems is a plus, it's not strictly required. The core need is a year of customer-facing experience and excellent communication skills. Vetcove provides the tools and context, and you'll learn about their specific platforms. A strong desire to learn and help customers succeed is key.