Customer Support Manager

🕒 August 28

🇺🇸 United States – Remote

💵 $85k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vetcove

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

📦 Logistics

🏭 Manufacturing

🍽️ Food & Beverage

Logistics • Manufacturing • Food & Beverage

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 business processes, pain points, and organizational goals • Manage a team of support associates • Provide training and onboarding • Measure team performance and objectives • Interview candidates and help scale the support team • Maintain and promote company best practices and support standards • Work cross-functionally with engineering, partner, and corporate teams on feature requests and tool enhancements • Work with vendor and industry partners to streamline communication and system alerts • Continuously develop and expand processes to streamline CX workflows • Support customers through live chats, phone calls, emails, internal discussion boards, educational courses, community events, collaborative content, Intercom, and troubleshooting

🎯 Requirements

• 3+ years of experience in customer experience • 1+ years of management experience • Knowledge of Intercom or similar ticketing systems • Experience with 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 • Strong desire to learn and help customers succeed • Positive attitude, one-for-all team mentality, and excellent collaboration skills • Tech/start-up work experience is a plus but not required • Must be legally authorized to work in the country for which applying • Vetcove is unable to sponsor work visas • Employment contingent upon successful completion of a background check • Four-year degree required by the application form

🏖️ Benefits

• Bonus • Equity • Comprehensive benefits package • Equal opportunity workplace • Accommodations during the application or interview process