Job Overview
Location
Essen, Indiana, USA
Job Type
Full-time
Category
Customer Support
Date Posted
February 25, 2026
Full Job Description
đź“‹ Description
- • Nest Veterinary Systems Inc. is experiencing rapid growth, with a projected five-fold increase this year, and is seeking a foundational Client Support Manager to build and scale the company's customer support infrastructure. This role is ideal for an individual who thrives in fast-paced environments, enjoys building systems from the ground up, and is motivated by making a tangible impact. As a category leader in care plan infrastructure for veterinary practices, Nest Veterinary is transforming the industry by making pet care more accessible through tech-enabled solutions that enhance compliance, revenue, and preventive care for veterinary practices, all while reducing administrative burdens.
- • As the Client Support Manager, you will be instrumental in defining and establishing the standards for exceptional client support at Nest Veterinary during a critical growth phase. This is a proactive role focused on designing and implementing what best-in-class support looks like, rather than simply maintaining existing processes. You will have comprehensive ownership over key areas, including the development of Standard Operating Procedures (SOPs), the creation of insightful reporting mechanisms, and the cultivation of a positive and high-performing team culture. Your work will have a direct and visible impact, with a clear line of communication to leadership.
- • A core responsibility of this role is **Process Design & Optimization**. You will be tasked with building the foundational infrastructure necessary for scalable support operations. This includes designing and documenting SOPs and workflows for efficient support triage, effective escalation procedures, and timely resolution of client issues. You will implement robust systems for tracking support tickets, monitoring Service Level Agreements (SLAs), and systematically capturing customer feedback. Furthermore, you will be responsible for building and managing Nest's knowledge base from its inception, creating comprehensive resources such as articles, video tutorials, and internal documentation to empower both clients and the support team.
- • Another key area of ownership is **Insights & Reporting**. You will transform raw data into actionable insights that drive strategic decision-making. This involves creating both internal and partner-facing reports that analyze ticket volume, identify trends, measure customer satisfaction (CSAT) and response times, and highlight recurring product feedback themes. These insights will be directly communicated to the Product, Hospital Success, and Leadership teams to foster a culture of continuous improvement and data-driven product development. Your analytical skills will be crucial in identifying the 'signal in the noise' and presenting findings in a clear and compelling manner.
- • **Cross-Functional Collaboration** is central to this role. The Client Support Manager will act as a central point of contact, working closely with various departments to ensure a seamless client experience. You will collaborate with the Hospital Success team to support client onboarding and ongoing lifecycle management. Partnerships with the Product and Engineering teams will be essential for addressing bugs, usability issues, and contributing to product enhancements based on client feedback. Additionally, you will support the Sales team by providing insights on customer readiness, assisting with renewals, and gathering testimonials that showcase the value of Nest Veterinary's solutions.
- • Finally, **Team Leadership** is a vital component of this position. You will be responsible for building and nurturing a high-performing Client Success team. This includes managing and mentoring Client Success Associates, setting clear and achievable goals, conducting regular weekly syncs and one-on-one meetings, and fostering a team culture characterized by empathy, a strong sense of ownership, and a commitment to excellence. Your leadership will focus on raising the performance bar while ensuring a positive and supportive work environment where team members feel valued and motivated.
🎯 Requirements
- • 5-10 years of experience in SaaS customer support, with a significant portion including team management responsibilities.
- • Proven prior startup experience, demonstrating an ability to thrive and build in fast-moving, resource-constrained environments.
- • A strong 'builder's mindset' with a demonstrated ability to create structure, processes, and systems where they do not currently exist.
- • Excellent communication skills across various channels (email, phone, chat), particularly in high-stakes, fast-paced situations.
- • Proficiency with customer support tooling (e.g., ticketing systems, CRM) and experience with workflow automation.
- • Strong analytical skills with the ability to interpret data, identify trends, and present insights clearly and concisely.
- • High degree of ownership and a low-ego approach, with a willingness to do what it takes and collaborate effectively with others.
🏖️ Benefits
- • Opportunity to make a significant, visible, and immediate impact within a rapidly growing company (5X growth trajectory).
- • Ground-floor opportunity to shape the customer experience infrastructure during a pivotal and exciting phase of the company's development.
- • Be part of a category-leading company that is defining the market, not just following it.
- • Contribute to a meaningful mission focused on making pet care more accessible and improving the lives of pets and their owners.
- • Work alongside kind, motivated, and genuinely collaborative teammates who are dedicated to the company's success.
- • Nest is an equal-opportunity employer committed to diversity and inclusion, welcoming individuals from all backgrounds.
Skills & Technologies
Onsite
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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