Chat Support Associate

| US +80 more | Remote
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Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team. 

About the Position

The Support Associate is responsible for engaging with our vibrant community of veterinary professionals to support them in their critical purchasing decisions and processes through the use of the Vetcove platform. 

Members of the support team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, and platform demos This role plays a pivotal part in ensuring a positive and delightful day-to-day experience for every user leveraging the platform for their supply ordering needs.

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 via our platform, troubleshooting, and working cross-functionally to help evolve our platform.

Experience in a relevant customer-facing role, as well as excellent written and verbal communication skills, are required. Knowledge of intercom and/or experience with other chat platforms is strongly preferred.

What you'll do

  • Support existing Vetcove users by responding to user inquiries via live chat, email, and phone in a timely manner 

  • Troubleshoot issues quickly and explain scenarios/solutions in an easily digestible and effective manner

  • Handle various daily and weekly admin responsibilities, such as proactive account management, item issue reports, item reviews, credit approvals, and more

  • Work cross-functionally to provide 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 develop and expand processes in order to streamline support workflows

You should have

  • 1 year of relevant, customer facing work experience

  • 2 Year Associates Degree or 4 Year College Degree

  • Excellent written and verbal communication skills

  • Experience in chat support preferred

  • Patience and compassion when handling difficult situations

  • Ability to adapt quickly and manage many concurrent responsibilities

  • A strong desire to learn and help our customers succeed

  • A positive attitude and one-for-all team mentality and excellent collaboration skills

  • Tech/start-up work experience is a plus but not required

Benefits

  • 100% remote within the USA

  • Medical, Dental, and Vision Insurance

  • Automatic 401k contribution

  • Employee referral program

  • At home office set up 

  • Bi-annual company retreats 

  • Open vacation policy 

  • Equity

  • Monthly team events

Please note we are unable to sponsor work visas at this time.

Attention all 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:

  1. Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout!

  2. 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!

  3. 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!

  4. 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. Keep your personal data secure!

  5. If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our recruiting department. By working together, we can combat these scams and keep 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!

Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, 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 provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • PandasLibraries
    • ReactLibraries
    • ReduxLibraries
    • React Native Libraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticsearchDatabases

An Insider's view of Vetcove

What are some social events your company does?

There’s always something fun brewing for the Vetcove team! Whether we’re bowling, or playing mini golf, we enjoy spending time together. To get everyone involved, we’ve hosted virtual gatherings to play games, make cocktails, and paint! Team dinner and boozy brunch are fan favorites for the CX team, but of course, I enjoy our retreats most of all!

Jen

Head of Customer Experience

How does the company support your career growth?

At Vetcove, employee happiness is a priority, and with that comes regular check-ins to ensure you feel appropriately challenged and have continuous space to grow. Leadership is always more than happy to help you take on exciting new responsibilities. My day-to-day now looks very different versus six months ago, and it all happened so organically.

Felicia

Product Manager

What makes someone successful on your team?

Creativity, grit, and a sense of humor. We’re constantly pushing the envelope in an industry that has never seen a company as bold or as innovative as Vetcove. All this greenfield work means we’ll run into obstacles and take some wrong turns. What matters most is that we can adapt, overcome, and find the humor in them!

Pat

Head of Strategy

What are Vetcove Perks + Benefits

Culture
Open door policy
OKR operational model
Team based strategic planning
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Office Perks
Company-sponsored happy hours
Pet friendly
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

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