Customer Support Manager

🕒 March 17

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Vetcove

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

🏪 Marketplace

🤝 B2B

Marketplace • B2B

Vetcove is a purchasing platform specifically designed for veterinary clinics, allowing them to consolidate and streamline their ordering processes from various suppliers. The platform enables users to compare prices, check inventory, and manage orders from a single interface, significantly reducing the time and effort spent on procurement tasks. Vetcove is free for veterinarians, with revenue generated from corporations to support its operations. The service is trusted by over 19,000 veterinary hospitals and provides tools for price comparison, order history review, and managing vendor relationships. The aim is to simplify and enhance the purchasing experience for veterinary practices, ensuring cost effectiveness and efficiency.

📋 Description

• 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

🏖️ Benefits

• bonus • equity • benefits package