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.

*Please note we will only be considering candidates who have worked in the vet/pet industry previously

About the role

As the Bilingual Support and Personalisation Specialist, you will play a crucial role in ensuring our users have a seamless experience with our AI co-pilot software for veterinarians.

What you'll do

• Monitor all support channels, including the in-app ticket system, email, chatbot, and phone.
• Provide immediate and friendly responses to acknowledge user enquiries, even if the solution is pending.
• Ensure users feel heard and confident that their issues are being addressed promptly.
• Assess and categorise incoming support requests.
• Delegate issues to the appropriate internal teams (e.g. CoVet Clinical Team, Sales, Engineering, Product) when necessary.
• Follow up to ensure timely resolution.
• Assemble relevant information such as transcripts, final records, and template details to diagnose issues.
• Utilise veterinary medical knowledge and technical expertise to identify the root cause of content errors.
• Determine whether issues are due to user input, transcription errors, or software prompting, and provide appropriate solutions.
• Provide effective resolutions after diagnosing problems, ensuring that user issues are fully addressed and communicated back to them promptly.
• Assist users with personalisation requests to optimise their experience with our software.
• Decide the best tools to achieve desired outcomes, whether through the advanced template interface, personalisation notes, or custom templates.
• Implement changes efficiently while ensuring reliability and user satisfaction.
• Create and update support materials, including Help Centre articles and instructional videos.
• Maintain the accuracy and relevance of documentation in line with software updates and user feedback.

Qualifications

• Fluent in English language (spoken and written).
• 1-3 years in a customer support, technical support, or related role.
• Excellent verbal and written communication skills, with a friendly and professional approach to user interactions.
• Strong analytical and troubleshooting skills to diagnose and resolve user issues efficiently.
• Familiarity with veterinary terminology, workflows, or experience in the veterinary field is a plus.
• Ability to quickly learn and navigate AI-driven software, troubleshoot basic technical issues, and assist users in customisation.
• Ability to multitask, prioritise enquiries, and ensure timely follow-ups.
• Capable of thoroughly investigating issues and maintaining accurate support documentation.
• Experience working cross-functionally with technical, sales, and veterinary teams to resolve issues effectively.
• A proactive approach to learning, improving support processes, and enhancing the user experience.

Why Join Us?

• Competitive salary and health 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.

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