About CoVet

CoVet is an AI copilot application built to assist veterinary professionals by saving them time and allowing them to focus more on animal care—or even get home on time. We are a small, passionate, and agile team with a strong mission to improve the veterinary industry through innovative technology.

About the role

We are looking for a Customer Support Lead to own and evolve the support function at CoVet. This individual will be responsible for defining processes, implementing systems, and scaling the support team to ensure our users receive world-class service. The ideal candidate is a strategic thinker who can develop and refine support frameworks while also leading and mentoring a high-performing team.

What you'll do

Support Strategy & Leadership

• Define and optimize processes and workflows for efficient support operations.
• Select, implement, and oversee support systems and tools to enhance efficiency.
• Develop and drive strategic initiatives to continuously improve the support experience.
• Ensure alignment between team members, fostering a collaborative and growth-oriented environment.

Team Development & Training

• Lead, train, and mentor support team members, ensuring consistency in knowledge and execution.
• Establish clear roles and responsibilities across Tier 1, Tier 2, and Tier 3 support functions.
• Develop scalable onboarding and training programs for new hires to ensure a strong support foundation.

Metrics & Reporting

• Define key performance indicators (KPIs) to measure support effectiveness and efficiency.
• Monitor and report support performance to leadership on a weekly and quarterly basis.
• Use data-driven insights to refine support strategies and enhance customer satisfaction.

Cross-Functional Collaboration

• Work closely with the product team to relay user feedback, pain points, and feature requests.
• Collaborate with sales and customer success teams to ensure smooth onboarding and trial experiences.
• Act as the voice of the customer within the organization, advocating for necessary improvements.

Continuous Improvement & Innovation

• Stay up to date on industry best practices and emerging technologies in support operations.
• Identify opportunities to leverage AI and automation to enhance support capabilities (not explicitly mentioned in the posting but part of the strategic vision).
• Develop proactive strategies to anticipate and address user challenges before they escalate.

Customer Advocacy & Feedback Integration

• Ensure the support team is closely attuned to customer feedback and shares insights across departments.
• Implement processes to capture and act on user concerns, improving overall customer satisfaction.
• Foster a customer-centric culture within the support team and broader organization.

Qualifications

• Proven experience leading and scaling customer support teams in a SaaS or tech-driven environment.
• Strong strategic thinking and ability to define and implement effective support processes.
• Experience in selecting and implementing support tools and technologies.
• Strong data analysis skills with the ability to track KPIs and present insights to leadership.
• Exceptional leadership, coaching, and mentoring abilities.
• Excellent problem-solving skills and ability to develop proactive solutions.
• Experience in cross-functional collaboration with product, sales, and marketing teams.

This role is in the veterinary industry, and any existing veterinary knowledge or experience is a huge bonus. Candidates are expected to become familiar with veterinary terminology, industry dynamics, and how veterinary practices and workflows operate. While prior experience is beneficial, it is not a strict requirement, as we provide training and support to ensure success in this area.

Why Join Us?

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision benefits.
• Remote-first culture with flexible working arrangements.
• Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.

We are an equal opportunity employer and are committed to building a diverse and inclusive team. Accommodations are available for candidates participating in all aspects of the selection process.