Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
May 8, 2026
Full Job Description
đź“‹ Description
- • As a Customer Support Team Lead at Nest Veterinary Systems Inc., you will lead the day-to-day performance of the support function while building the foundation for scalable support operations, directly shaping the customer experience for veterinary practices.
- • You will manage and coach Customer Support Associates, run daily and weekly check-ins, provide real-time feedback, and ensure consistent delivery of high-quality, customer-first support across email, chat, and phone channels.
- • You will partner with Product, Engineering, and Hospital Success teams to resolve issues quickly, share customer insights, and drive product improvements based on frontline feedback.
- • You will own support operations including queue management, SLA adherence, escalation handling, and process improvements by analyzing ticket trends and implementing changes that reduce volume and enhance customer experience.
- • You will track and report on key performance metrics such as CSAT, response time, resolution time, and ticket trends, using data to inform decisions and continuously improve team effectiveness.
- • You will thrive in a fast-growing, mission-driven environment where your work directly impacts how veterinary practices deliver preventive care and scale their operations.
🎯 Requirements
- • 2+ years of experience in call center operations or customer support leadership
- • Experience managing support queues in high-volume environments
- • Proven ability to coach, develop, and engage team members
- • Experience with Zendesk, including Help Center management, macros, tags, workflows, and reporting
- • Ability to analyze data and translate insights into process improvements
- • Comfortable collaborating cross-functionally in fast-paced startup environments
🏖️ Benefits
- • 5X growth trajectory — your work will directly shape how we scale
- • High visibility role — every hospital launch has your fingerprints on it
- • Mission that matters — more pets getting the preventive care they need because practices are set up to succeed
- • Ground-floor opportunity — help define what great implementation looks like at a category-leading company
- • Teammates who show up — kind, motivated, and genuinely collaborative
Skills & Technologies
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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