Remote Chat Support Associate

Website VetCove

Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team.

About the Position

The Support Associate is responsible for engaging with our vibrant community of veterinary professionals to support them in their critical purchasing decisions and processes through the use of the Vetcove platform.

Members of the support team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, and platform demos This role plays a pivotal part in ensuring a positive and delightful day-to-day experience for every user leveraging the platform for their supply ordering needs.

The ideal candidate is a proactive self-starter who thrives in a fast-paced, team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via our platform, troubleshooting, and working cross-functionally to help evolve our platform.

Experience in a relevant customer-facing role, as well as excellent written and verbal communication skills, are required. Knowledge of intercom and/or experience with other chat platforms is strongly preferred.

What you'll do

  • Support existing Vetcove users by responding to user inquiries via live chat, email, and phone in a timely manner
  • Troubleshoot issues quickly and explain scenarios/solutions in an easily digestible and effective manner
  • Handle various daily and weekly admin responsibilities, such as proactive account management, item issue reports, item reviews, credit approvals, and more
  • 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 support workflows

You should have

  • 1 year of relevant, customer facing work experience
  • 2 Year Associates Degree or 4 Year College Degree
  • Excellent written and verbal communication skills
  • Experience in chat support preferred
  • 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
  • Tech/start-up work experience is a plus but not required

Benefits (Full Time Roles)

  • 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
    Please note we are unable to sponsor work visas at this time.

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