Client Support Associate

Nest Veterinary Systems Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Client Support Associate at Nest Veterinary Systems Inc., you will be the primary point of contact for our valued veterinary practice partners, serving as the essential voice and first line of defense for their inquiries and needs. This remote role places you at the forefront of the Nest partner experience, ensuring that every interaction is met with empathy, efficiency, and a commitment to resolution. You will be instrumental in fostering strong relationships with our clients, empowering them to leverage our innovative care plan infrastructure to its fullest potential.
• Your core responsibility will involve responding to a diverse range of inbound requests through multiple channels, including email, phone, and live chat. This requires not only exceptional communication skills but also a keen ability to quickly understand and diagnose issues related to billing discrepancies, the intricacies of setting up new care plans, managing client communications within the platform, and general platform usage. You will be expected to troubleshoot these challenges with a sense of urgency and clarity, ensuring that our partners feel heard and supported throughout the process. Maintaining meticulous and accurate records of all client interactions and resolutions within our support system is paramount to ensuring continuity and data integrity.
• Beyond reactive support, you will play a proactive role in enabling and educating our clients. This involves contributing to the development and enhancement of our self-serve resources. You will be tasked with creating and updating a variety of content, such as comprehensive help center articles, engaging training videos, and detailed internal documentation. The goal is to build a knowledge base that empowers our clients to find solutions independently, thereby improving the overall efficiency and scalability of our support operations. Your contributions will directly impact our ability to provide faster, smarter support over time.
• Furthermore, your position as a Client Support Associate offers a unique vantage point to gather critical feedback and insights from the front lines. Your observations regarding recurring practice needs, potential bugs within the platform, and general client pain points are invaluable. You will be responsible for escalating these issues to the appropriate teams, including Product and Hospital Success, ensuring that client feedback directly influences product development and service improvements. By actively participating in cross-functional syncs, you will serve as a crucial advocate for the customer, championing their needs and contributing to a client-centric approach across the organization.
• This role is designed for individuals who are eager to learn, contribute, and grow within a dynamic startup environment. It is not a static position but rather an opportunity to develop a deep understanding of our product, our clients, and the veterinary industry. You will work collaboratively with the Support Manager, the Hospital Success team, and the Product team, with your insights and suggestions actively sought after and valued. Nest Veterinary is committed to fostering an environment where associates are empowered to think critically, propose solutions, and actively shape the client experience. Your journey here will be one of continuous learning and professional development, offering a front-row seat to the rapid growth and evolution of a category-leading company.
• By joining Nest Veterinary, you are not just taking on a job; you are becoming part of a mission-driven organization dedicated to making pet care more accessible. Your work will directly contribute to more pets receiving the preventive care they need, leading to longer, healthier, and happier lives. This role offers the chance to be part of a transformative industry shift, supported by a team that is genuinely passionate about the outcome and committed to mutual success. We are looking for individuals who are hungry for growth, curious about how businesses scale, and ready to make a tangible impact in a fast-paced, high-growth startup setting.

🎯 Requirements

• 2-5 years of experience in a customer support role, preferably within a SaaS environment.
• Excellent verbal and written communication skills, characterized by clarity, friendliness, and confidence.
• Highly organized and responsive, with the ability to effectively manage multiple support cases simultaneously.
• Familiarity with common customer support tools such as Zendesk, Intercom, Loom, or Notion.
• A genuine enthusiasm for helping others succeed and a strong desire for personal and professional growth.

🏖️ Benefits

• Opportunity to grow with a 5X growth trajectory company, offering significant career advancement potential.
• Real visibility and influence within the organization, where associate contributions are heard and valued.
• Dedicated career development support from day one, with investment in employee growth.
• A meaningful mission focused on improving pet healthcare accessibility and outcomes.
• A collaborative and supportive team environment with kind, motivated, and genuinely collaborative colleagues.

Skills & Technologies

Junior

Remote

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Nest Veterinary Systems Inc.

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About Nest Veterinary Systems Inc.

Nest Veterinary Systems develops cloud-based practice-management software for veterinary clinics. The platform unifies electronic medical records, appointment scheduling, inventory, billing and analytics into one HIPAA- and AAHA-compliant system. Built by veterinarians and engineers, the solution streamlines workflows, reduces administrative overhead and integrates with diagnostic labs, payment processors and telemedicine tools to improve patient care and clinic profitability.

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