Remote Customer Support Manager

Summary

Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. We're seeking a Customer Support Manager to support the CX organization and our customers through the development and optimization of processes that ensure the best customer support and strategy as we scale.

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

• 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

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