Customer Experience Specialist

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

Who You Are

• Background in the veterinary industry (technician, CSR, practice manager, or similar)
• 3+ years of customer support or customer success experience (ideally in SaaS or tech)
• Strong communicator, approachable, empathetic, and proactive
• Highly organized with the ability to prioritize in a fast-paced environment
• Comfortable working with tools such as support chat systems, Notion, Linear, Slack, and Outlook

Bonus points for:

• Startup or SaaS experience
• Familiarity with AI tools or prompt writing
• Bilingual
• Knowledge of PIMS systems (Instinct, ezyVet, Cornerstone, Vetspire, Avimark, etc.)
• Experience with template-based workflows

What Success Looks Like

• Resolves tickets efficiently with high-quality communication
• Maintains strong response time and customer satisfaction standards
• Identifies patterns and communicates actionable feedback
• Contributes to documentation and process improvements
• Builds strong relationships with customers and internal teams

Our Values

• Get S* Done: We move fast, ship often, and celebrate progress
• Transparency & Ownership: Radical honesty and proactive communication
• Customer Obsession: Everything we do makes doctors’ lives easier
• Grit & Growth: We learn, iterate, and improve continuously
• Over-communication > under-communication: Clear, frequent updates keep a fast-moving team aligned