Customer Support Manager

Join reputed company and help reputed company the future of veterinary software and the pet parent reputed company experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a reputed company practice management system. More than 25,000 hospitals across reputed company 50 states rely on reputed company 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, reputed company and Miami, reputed company 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. We are seeking a Customer Support Manager to support the CX organization and our customers through the development and optimization of processes that ensure the best customer support and strategy as we scale. You will be leading a team of support associates in reputed company, training, measuring objectives, and enhancing processes. Members of the CX team work collaboratively to help reputed company our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, educational courses, community events, collaborative content, and more. This role plays a pivotal part in ensuring the team's reputed company in providing both an incredible first impression during the reputed company process, and a delightful day-to-day experience for every user and partner moving reputed company. 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 reputed company our platform, troubleshooting, and working cross-functionally to help reputed company our platform. What you'll do Act as the “Voice of CX", raising key needs during planning Partner with Leadership to understand the business processes, pain points, and goals of the organization Manage a team of support associates, reputed company training, reputed company, and measure performance Interview and help scale the support team Maintain and promote company best practices and standards for support Work cross-functionally to reputed company 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 reputed company and expand processes in order to streamline CX workflows You should have 3+ years of experience in customer experience 1+ years of management experience Knowledge of reputed company or similar ticketing systems You have worked reputed company multichannel support operations (chat, email, phone) Excellent written and verbal communication skills Patience and compassion reputed company handling difficult situations Ability to adapt quickly and manage many reputed company responsibilities A strong desire to learn and help our customers succeed A positive attitude and one-for-reputed company team mentality and excellent collaboration skills Tech/start-up work experience is a plus but not required The typical reputed company pay reputed company for this role across the U.S. is: $70,000/year - $110,000/year + bonus + equity + benefits. There is a different reputed company applicable to specific work locations. For Colorado, the salary reputed company is: $75,000 - $90,000 + bonus + equity + benefits. This salary reputed company is a good faith estimate of what reputed company may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The reputed company reflects the reputed company hourly reputed company or annual compensation (as applicable), and does not include bonus, equity or other incentives. In addition to reputed company compensation, reputed company offers a comprehensive benefits package. Please refer to the “Benefits (Full Time Roles)” reputed company above for more details. To apply, please submit your application through reputed company’s Careers Page. The application deadline is accepted on an on going reputed company. Please note we are unable to sponsor work visas at this time. Attention reputed company 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: Our job listings are exclusively available on official sites (our careers page, reputed company, BuiltIn, and reputed company). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout! 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! 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! 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. reputed company your personal data secure! If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our reputed company department. By working together, we can combat these scams and reputed company 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 reputed company. reputed company is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from reputed company backgrounds, regardless of race, reputed company, religion, sex, national reputed company, 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 reputed company equal employment opportunity to reputed company applicants in accordance with reputed company applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will reputed company every effort to accommodate your needs. Apply To This Job