Manager, Customer Support

Vetcove is modernizing the future of veterinary software and the pet parent healthcare experience. They are seeking a Customer Support Manager to lead a team of support associates in optimizing processes for customer support and strategy as the company scales.

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

Requirements:

• 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
• Tech/start-up work experience is a plus but not required