Customer Experience Coordinator - Remote Eligible

Vetster Veterinary Technician

Vetster is looking for a credentialed Veterinary Technician to join our Customer Experience team, reporting to the Customer Support Manager.

Vetster is the world's most advanced marketplace for veterinary telemedicine. We connect pet parents with licensed veterinary professionals for virtual care through video, voice, or text chat. Pet parents can receive advice, care, diagnosis, and prescription medication fulfillment right from the comfort of their own home. Veterinary professionals choose Vetster for our sleek, easy-to-use product. Veterinarians set their own rate, set their own hours, and work as much or as little as their schedule permits.

Today, thousands of pet parents have tried Vetster for the convenience of quality medical care offered through our unparalleled platform experience. Vetster is changing how the world "sees" its vet, and we couldn't be more proud of our mission.

About the Role

As a Customer Support Specialist, you'll be the first point of contact for pet parents and veterinarians using our platform. You'll provide friendly, professional, and solution-oriented support that helps keep appointments, prescriptions, and platform use running smoothly, primarily via live chat, but also through phone, SMS, and email.

This is a remote role, and evening and weekend availability is required. We are currently looking to hire a team member to support our later shift, up to 11pm EST.

Responsibilities

Become a Vetster product expert and understand the support needs of both our veterinary partners and pet parents.

• Appointment management, including support, transfers, and rescheduling
• Providing basic account support, such as login issues, profile updates, and subscription inquiries
• Supporting veterinarians with account setup, appointment flow, and platform navigation
• Handling pharmacy-related tasks, including prescription processing, order updates, and troubleshooting issues
• Escalating technical concerns, complex cases, or regulatory questions to the appropriate internal team
• Maintaining accurate case notes and ensuring timely follow-up with both clients and vets
• Contributing to team knowledge bases and support documentation
• Collaborating with cross-functional teams (Veterinary Success, Pharmacy Operations, etc.) to continuously improve our customer and vet experience
• Demonstrate problem-solving and decision-making in real-time
• Complete additional projects and assigned tasks when required

Required Skills and Experience

Successful completion of the VTNE

• In good standing with the licensing board
• Availability to work evenings, weekends & holidays
• Excellent verbal & written communication and interpersonal skills
• Self-starter with distinct attention to detail and flexibility to handle diverse tasks
• Hyper organized; as a startup, there are many moving parts to juggle - the successful candidate will not only be comfortable with, but will thrive within an environment of ambiguity, competing priorities, and tight deadlines
• Technologically savvy - able to quickly learn new software & programs, familiarity with Hubspot and live-chat is an asset
• Self-sufficient - ability to work independently and remotely
• Most importantly - a passion for the mission of Vetster!

*Client-facing experience is an asset*

Interview Process

Stage 1: Introductory call. This is a 25-30 minute Google Meet video with Keltie Neville (People Operations) to share more about Vetster and the role, and learn more about you!

Stage 2: Skills Interview. This is a 30-minute Google Meet video call with our Support Manager and our Director of Customer Experience to dig more into your experience, share the roadmap for our Customer Experience Team and Vetster.

Stage 2: Background Check and References. We use a third-party service to conduct a confidential criminal background check with you. We will also reach out to 2-3 of the professional references that you provide.

Stage 3: Offer! We'll set up a Google Meet video call with Keltie Neville (People Operations) to deliver our employment offer and address any questions you may have.

Why join us:

• Unlimited access to Vetster for your pets.
• Dog-friendly office environment.
• Generous vacation and personal day policy.
• Comprehensive health and dental benefits for you and your family.
• Competitive salary with market alignment.
• RRSP matching and Employee Stock Option Plan.
• Opportunities for career growth and international assignments.
• A culture of inclusivity, equity, and team engagement.

Ready to Make a Difference?

Embark on a fulfilling journey with us, shaping the future of pet healthcare through design. If you're driven by innovation, collaboration, and a love for pets, apply now to join our mission-driven team. Please note this role is fully remote.

Accommodations:

Vetster welcomes and encourages applications from everyone! We are committed to accommodating candidates in ways that will make them comfortable and successful throughout the hiring process - both physically and mentally. These accommodations are available at every stage of the application process upon request.