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About the role
Location: Remote (U.S.)
Schedule: This is a remote role supporting customers coverage between 9 a.m.- 5 p.m. ET, primarily Monday - Friday. Shifts will fall within this window and may vary based on team coverage needs. Occasional weekend coverage may be required with advance notice and shared across the team.
About the Role
You’ll be the first point of contact for our users, delivering fast, clear, and helpful support through our chat system. You’ll triage and resolve customer inquiries, manage and document support tickets, and collaborate across teams to keep clinics and hospitals running efficiently.
This role sits at the center of VetRec’s customer experience. You’ll support doctors and technicians as they troubleshoot issues, learn new workflows, and get consistent value from our AI-powered scribing platform.
We’re looking for someone who’s passionate about improving veterinary medicine, loves helping people, and thrives in a fast-paced, collaborative startup environment.
What You’ll Be Doing
- Respond to customer inquiries with timely, clear, and friendly communication
- Triage and resolve support tickets, escalating when needed
- Document issues and coordinate with Engineering
- Identify recurring issues, product feedback, and workflow patterns
- Maintain and improve response templates, Help Center content, and internal documentation
- Collaborate with Engineering and Product to surface trends and influence improvements
- Support onboarding and ongoing customer success as needed
