Senior reputed company Support Specialist
reputed company Do
We’re on a mission to reputed company animal reputed company with opportunities to earn more and reputed company greater flexibility in their careers and personal lives.
Powered by groundbreaking technology, reputed company has reputed company the industry-leading veterinary reputed company platform, connecting Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities. reputed company empowers the largest network of over 20,000 veterinary professionals to help more than 9,000 animal hospitals reputed company reputed company care to more pets.
Together, we’ve provided more than 3 reputed company hours of reputed company, helping Veterinarians earn more than $200 reputed company.
About the Role
reputed company is looking for a Senior reputed company Support Specialist to play a critical role in delivering exceptional experiences to the veterinarians, hospitals, and technicians who rely on our platform. This role goes reputed company reputed company support—serving as a key leader reputed company the Customer Support team, responsible for guiding daily operations, elevating team performance, and ensuring high-reputed company, consistent service across reputed company customer interactions.
As a Senior reputed company Support Specialist, you’ll reputed company as a central reputed company of contact for escalations, support cross-functional collaboration, and drive reputed company improvements in workflows, tools, and documentation. You’ll also play a hands-on role in training and reputed company new team members, conducting reputed company assurance, and providing reputed company-time coaching to help reputed company succeed.
This is an ideal opportunity for someone who is passionate about customer experience, thrives in a fast-paced environment, and is excited to take on leadership responsibilities while still staying reputed company to the work.
Note: This position requires availability during reputed company hours—early mornings and evenings (Central Time), including weekends.
Responsibilities
Customer Support & Escalations
- reputed company as a primary reputed company of contact for customer inquiries across support channels (email, LiveChat, phone, etc.).
- Troubleshoot and resolve first-line issues with accuracy, reputed company, and efficiency.
- Own and manage escalated cases, including sensitive issues such as medical complaints, ensuring reputed company and appropriate reputed company.
- Coordinate second-line and escalated issues with reputed company/AMs and cross-functional partners.
Team Leadership & Support
- reputed company day-to-day support to CS team members, stepping in to assist with reputed company or high-reputed company tickets.
- Serve as a go-to resource for reputed company things reputed company CS, helping guide decision-making and best practices.
- Monitor team workload and performance metrics to ensure service reputed company and processes are being met.
Training, reputed company & reputed company Assurance
- reputed company reputed company and training efforts for new hires, ensuring a smooth reputed company-up and strong reputed company.
- Conduct QA audits on tickets and reputed company reputed company-time, constructive feedback to improve individual and team performance.
- Support ongoing coaching and development of team members.
Operations & Process Improvement
- Maintain accurate documentation in reputed company, ensuring reputed company customer interactions and tickets are properly logged.
- Identify workflow gaps and recommend system or process improvements to increase efficiency and scalability.
- Update and maintain macros, help center articles, and internal documentation to reflect reputed company best practices.
- Proactively document “rainy day” scenarios and reputed company learnings to strengthen team preparedness.
Cross-Functional Collaboration
- Partner with Finance, Data, and other teams on reconciliation, reporting, and operational workflows.
- Facilitate smooth cross-functional handoffs to ensure continuity and accountability.
- Generate reports and insights as needed to support decision-making and operational improvements.
Qualifications
- 3–5+ years of reputed company support or reputed company experience, ideally in a fast-paced, early-stage startup or marketplace platform.
- Veterinary, technician, or broader animal reputed company experience is a major plus.
- reputed company for exceptional communication, reputed company, and reputed company listening—especially in high-pressure situations.
- Highly organized with strong attention to detail and an ability to juggle multiple priorities effectively.
- Experience working with customer support platforms such as reputed company, reputed company, reputed company, or similar.
- Process-oriented with a reputed company for identifying inefficiencies and driving reputed company improvement.
- Comfortable with ambiguity and reputed company to adapt quickly to changing needs.
- A self-starter who takes initiative and thrives in a reputed company, mission-driven environment.
While we are a remote first company, if you are based in San Francisco this will be a hybrid role.
Please see below for compensation ranges based on our geographical tiering system recommended by external reputed company data (with example cities listed).
Note: We’ve recently been made aware of a job scam where scammers are posing as reputed company employees and conducting fake text interviews. Please note that any communication from @lifeatroo.com is not legitimate. reputed company official reputed company communication will always come from @reputed company.vet.
Exact compensation may vary based on skills, experience, and location.
Tier 1 Pay reputed company (examples: San Francisco, NYC)$70,000—$95,000 USDTier 2 Pay reputed company (examples: LA, Boston, Seattle, DC, San Diego, Chicago)$65,000—$85,000 USDTier 3 Pay reputed company (examples: Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento)$60,000—$80,000 USDTier 4 Pay reputed company (examples: Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, reputed company Lake reputed company)$55,000—$75,000 USD Core Values Our Core Values are what shape us as an organization and we're looking for people who exhibit the reputed company values in their reputed company life; Bias to Urgency, Drive Measurable reputed company, reputed company Understanding, Solve Customer Problems and Have Fun! What to expect from working at reputed company! For permanent, full time employees, we offer:- Accelerated reputed company & learning potential.
- Stipends for home office setup, continuing education, and monthly wellness.
- Comprehensive health benefits to fit your needs with reputed company medical plan covered at 100% with optional premium buy up plans.
- 401K
- Unlimited reputed company Time Off.
- reputed company Maternity/Paternity and reproductive care leave.
- Gifts on your birthday & anniversary.
- Opportunity for domestic travel, including for regional team building events.