Manager, Customer Support

Vetcove, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Support Manager at Vetcove, you will lead and scale a high-performing support team that directly impacts the experience of over 25,000 veterinary hospitals and tens of thousands of veterinarians across the U.S., ensuring seamless access to critical tools that modernize animal healthcare and allow veterinary professionals to focus more on patient care.
• You will act as the "Voice of CX" by partnering with leadership to translate customer insights into actionable improvements, managing a team of support associates through onboarding, training, and performance measurement, and driving cross-functional collaboration with engineering, product, and vendor teams to enhance platform functionality based on real-world user feedback.
• Your day-to-day responsibilities include interviewing and scaling the support team, maintaining and promoting company-wide support best practices, streamlining communication between systems through vendor and industry partnerships, and continuously refining CX workflows to improve efficiency and customer satisfaction across live chat, phone, email, and internal discussion channels.
• You will work within a mission-driven, fast-paced startup environment backed by Y Combinator and top-tier investors, where your efforts directly contribute to modernizing the $50B+ animal health industry by empowering veterinary organizations with better technology.
• In this role, you will develop deep expertise in scaling customer support operations within a high-growth tech environment, gain experience in cross-functional leadership and process optimization, and build a track record of improving customer satisfaction and operational efficiency in a mission-critical SaaS platform serving the veterinary community.

🎯 Requirements

• 3+ years of experience in customer experience or customer support roles
• 1+ years of people management or team leadership experience
• Proficiency with Intercom or similar ticketing and live chat systems
• Demonstrated experience managing multichannel support operations (chat, email, phone)
• Strong written and verbal communication skills with the ability to convey technical information clearly
• Proven ability to remain patient and compassionate when handling escalated or difficult customer situations
• Adaptability and strong organizational skills to manage multiple concurrent priorities in a fast-paced setting
• A proactive, self-starter mindset with a passion for learning and helping customers succeed
• Positive attitude and collaborative spirit with a team-first mentality
• Tech or startup work experience is preferred but not required

🏖️ Benefits

• Competitive base salary range of $70,000–$110,000 per year, with location-specific adjustments (e.g., $75,000–$90,000 for Colorado-based roles)
• Annual bonus and equity participation as part of total compensation package
• Comprehensive benefits package including health, dental, and vision insurance
• Remote-first work flexibility with no geographic restrictions for eligible candidates
• Opportunity to work with a mission-driven company modernizing veterinary care and improving outcomes for millions of pets annually
• Professional growth in a fast-scaling startup backed by Y Combinator and top venture investors
• Inclusive, equal-opportunity workplace committed to diversity, equity, and belonging
• Support for accommodations during application and interview process upon request

Skills & Technologies

Remote

$75k-90k

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Vetcove, Inc.

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About Vetcove, Inc.

Vetcove operates a B2B marketplace and procurement platform for veterinary professionals, enabling clinics and hospitals to compare prices, manage inventory, and order supplies from multiple distributors through a single interface. The cloud-based system integrates purchasing workflows, budgeting, and analytics to reduce administrative overhead and control costs for veterinary practices across the United States.

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