hireclover
All jobs

VetRec

Customer Support Specialist

Remote Middle $3.5k–$6.2k/moest.

Summary

VetRec is an AI-powered veterinary assistant that streamlines clinical documentation and integrates with major PIMS systems while maintaining HIPAA and SOC 2 Type II compliance. The Customer Support Specialist is the first point of contact for users, providing fast, clear chat-based support and coordinating with internal teams to keep clinics and hospitals running efficiently. This role supports doctors and technicians in troubleshooting issues and adopting workflows to get consistent value from the platform.

What you'll do

  • Respond to customer inquiries via chat with timely, clear, and friendly communication.

  • Triage, manage, and resolve support tickets; escalate issues when needed.

  • Document customer-reported issues and coordinate with Engineering on investigation and resolution.

  • Identify recurring issues, product feedback, and workflow patterns and communicate trends to internal teams.

  • Maintain and improve response templates, Help Center articles, and internal documentation.

  • Collaborate with Engineering and Product to surface insights and influence product/process improvements.

  • Support onboarding and ongoing customer success activities as needed.

Requirements

  • Background in the veterinary industry (e.g., technician, CSR, practice manager, or similar).

  • 4+ years of customer support or customer success experience (ideally in SaaS or tech).

  • Strong communication skills; approachable, empathetic, and proactive.

  • Highly organized with the ability to prioritize in a fast-paced environment.

  • Comfortable using support and productivity tools such as support chat systems, Notion, Linear, Slack, and Outlook.

  • Bonus: startup/SaaS experience; familiarity with AI tools or prompt writing; bilingual; knowledge of PIMS systems (Instinct, ezyVet, Cornerstone, Vetspire, Avimark, etc.); experience with template-based workflows.

Conditions

  • Remote role (U.S.).

  • Coverage window between 8 a.m.–8 p.m. ET, primarily Monday–Friday; shifts vary based on team coverage needs.

  • Occasional weekend coverage may be required with advance notice and shared across the team.

Browse jobs