Vetcove is hiring a
Customer Support Manager

Summary

The job is for a Customer Support Manager at Vetcove, a fast-growing company in the animal health industry. The role involves leading a team of offshore contract support associates, managing processes, working cross-functionally, and ensuring excellent customer support. Requirements include 3+ years of experience in customer experience, 1+ years of experience managing offshore teams, knowledge of intercom or similar ticketing systems, and multichannel support operations experience.

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
• Worked within multichannel support operations (chat, email, phone)

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

• 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

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