Head of Customer Support

Remote

Apply with AI Apply

Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Veterinary, E-commerce, Animal HealthIndustries

Requirements

The ideal candidate will have 3+ years of experience in customer experience and 2+ years of experience managing offshore teams. Knowledge of ticketing systems like Intercom and experience in multichannel support operations (chat, email, phone) are required. Excellent written and verbal communication skills, patience, compassion, adaptability, a strong desire to learn, and a positive, collaborative attitude are also essential. Tech/start-up work experience is a plus.

Responsibilities

The Head of Customer Support will act as the "Voice of CX" by raising key needs during planning and partnering with leadership to understand business processes, pain points, and goals. This role involves managing a team of offshore contract support associates, including onboarding, training, and performance measurement, as well as interviewing and scaling the support team. Responsibilities also include maintaining and promoting company best practices for support, collaborating cross-functionally with engineering, partner, and corporate teams to provide feedback on feature requests and enhancements, and working with vendor and industry partners to streamline communication. The Head of Customer Support will also continuously develop and expand processes to streamline CX workflows.

Skills

Customer Support

Process Optimization

Team Leadership

Onboarding

Training

Performance Measurement

Customer Experience

Live Chat

Phone Support

Email Support

Community Management

Content Development

Vetcove

Centralized platform for veterinary supply procurement

About Vetcove

Vetcove operates in the veterinary supply market, providing a platform for veterinary practices to order supplies and medications efficiently. The platform acts as a centralized marketplace where veterinary professionals can compare prices and availability from various suppliers, allowing them to access products from multiple distributors without the hassle of visiting different websites or contacting multiple suppliers. This saves time and effort for clinics. Vetcove also includes features like order history tracking, cart management, and analytics to assist practices in making informed purchasing decisions. The company partners with veterinary supply distributors, earning a commission on sales made through its platform, which aligns its interests with those of its clients. Vetcove aims to enhance efficiency and transparency in the procurement process for veterinary practices, addressing a vital need in the healthcare industry.

Boston, MassachusettsHeadquarters

2015Year Founded

$51.6MTotal Funding

SERIES_ACompany Stage

Enterprise Software, HealthcareIndustries

51-200Employees