Note: The job is a remote job and is open to candidates in USA. Vetcove is a veterinary software company modernizing procurement, ecommerce, and practice management for veterinary organizations. The Customer Support Manager will lead a team of support associates, optimize customer experience processes, and ensure excellent onboarding and ongoing support through cross-functional collaboration and multichannel customer interactions.
Responsibilities
- 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 support associates, provide training, onboarding, and measure performance
- Interview and help scale the 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
Skills
- 3+ years of experience in customer experience
- 1+ years of management experience
- 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
- Please note we are unable to sponsor work visas at this time
- Tech/start-up work experience is a plus but not required
Benefits
- Bonus
- Equity
- Benefits
- Remote work arrangement
Company Overview