Head of Customer Support

Summary

Join Vetcove's growing team as Head of Customer Support, leading a team of offshore associates to optimize customer support processes and strategy. You will manage team onboarding, training, performance measurement, and process enhancement. The role involves acting as the "Voice of CX", partnering with leadership, and working cross-functionally to improve the platform. Experience managing offshore teams and in customer-facing roles is required. Vetcove offers a comprehensive benefits package including remote work, health insurance, 401k, and more. The salary range is $70,000-$130,000/year + bonus + equity + benefits (with a different range for Colorado).

Requirements

• 3+ years of experience in customer experience
• 1+ years of experience managing offshore teams
• 1+ years of experience in a management role
• 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

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 offshore contract support associates, provide training, onboarding, and measure performance
• Interview and help scale the contract 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

Preferred Qualifications

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

Benefits

• 100% remote within the USA
• Medical, Dental, and Vision Insurance
• Automatic 401k contribution
• Employee referral program
• At home office set up
• Bi-annual company retreats
• Open vacation policy
• Equity
• Monthly team events