Chat Support Associate

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace an ultra-modern home delivery ecommerce experience and a next-generation practice management system. More than 25000 hospitals across all 50 states rely on Vetcove daily supporting tens of thousands of veterinarians who care for tens of millions of pets each year.

We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley New York and Miami Vetcove is a fast-growing mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care.

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

The typical base pay range for this role across the U.S. is: $50000/year - $80000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado the salary range is: $55000 - $75000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills qualifications and experience. The range reflects the base hourly rate or annual compensation (as applicable) and does not include bonus equity or other incentives.

In addition to base compensation Vetcove offers a comprehensive benefits
package. Please refer to the “Benefits (Full Time Roles)” section above for more details.

To apply please submit your application through Vetcove’s Careers Page. The application deadline is accepted on an on going basis.

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

Attention all job seekers! We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know:

1. Our job listings are exclusively available on official sites (our careers page LinkedIn BuiltIn and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout!

2. Authentic communications from our company will only come through verified email addresses and phone numbers. If you receive unexpected messages or calls exercise caution and verify their authenticity. Don’t let scammers catch you off guard!

3. It's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourself!

4. Remember that during the application process we will never request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secure!

5. If you suspect any fraudulent activity or encounter suspicious individuals please report it immediately to our recruiting department. By working together we can combat these scams and keep the job market safer for everyone.

We understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart!

Employment is contingent upon successful completion of a background check.

Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds regardless of race color religion sex national origin age disability veteran status sexual orientation gender identity or any other protected status. We are dedicated to providing a work environment free from discrimination harassment and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process please let us know and we will make every effort to accommodate your needs.

What We Do

Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. Our mission is to provide veterinary hospitals and nonprofits with technology that helps them succeed through our eCommerce and mobile platforms. Our community includes more than 17000 veterinary hospitals and nonprofits whose staff collectively deliver care to tens of millions of animals every year across all 50 states. Simply put Vetcove helps personnel at veterinary organizations spend more time helping patients and less time shopping and comparing across vendors to supply their practices. We're completely revolutionizing the way veterinarians discover and buy products and how animal health brands engage their veterinary customers. We believe that the work veterinarians and their staff do caring for America’s pets is an essential and noble calling. We strive to be a catalyst for change in this $50B+ industry by placing veterinary professionals at the center of everything we do and enabling them with powerful technology and delightful user experiences that help them do their jobs better. Our Vetcove team has a passion for disruption because we know that what we do matters. Everything we do we do as a team. Together we create paths to success by going above-and-beyond for our users and finding new ways to evolve our technology by redefining the boundaries of what others believe is possible. We champion transparency–both internally and externally–because we so highly value the trust our partners place in us as well as the trust Vetcove team members place in each other. We disrupt with humility–and are enjoying the journey of growing our impact rather than focusing solely on the destination. We're looking for exceptionally talented and passionate people to join our quickly growing team.

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