Tandem Vet

Compensation

Full Description

Senior Client Care & Virtual Team Lead Full-Time • Remote (Supporting Tandem Vet – Somerville & Mobile Clinics) About the Role Tandem is seeking a highly organized, people-focused Senior Virtual Veterinary Technician & Client Care Team Lead to support both day-to-day client communication and the ongoing development of our call center operations. This role blends hands-on client support (answering inbound calls, booking appointments, updating records) with leadership responsibilities, including: • Coaching team members • Conducting weekly call audits and reviews • Identifying training opportunities • Improving workflows and client-facing scripts • Helping define and refine processes that improve the consistency, quality, and efficiency of our client experience This is a high-impact role for someone who is detail-oriented, great with people, comfortable giving feedback, and passionate about building scalable systems within a growing veterinary organization. No formal veterinary degree is required - but basic veterinary knowledge or previous veterinary experience is strongly preferred. About Tandem Tandem is redefining veterinary care through a modern model that blends a state-of-the-art clinic in Somerville with mobile neighborhood clinics across Greater Boston. Our mission is simple: make high-quality vet care radically easier for pets and their people. We rely on great technology, efficient workflows, and a warm, human touch at every client interaction - and this role is central to delivering that experience. Key ResponsibilitiesInbound Client Communication & Scheduling (Individual Contributor Responsibilities) • Professionally handle inbound phone calls with clarity, empathy, and efficiency • Triage caller needs to determine appropriate next steps • Communicate Tandem’s services and value in a clear, confident, friendly manner • Convert prospective callers into scheduled appointments through strong service-sales skills • Provide accurate information about pricing basics, availability, and processes • Maintain excellent phone etiquette and customer experience standards Medical Record Management (PIMS) • Update patient charts, communications, and visit documentation accurately • Upload and standardize medical records from previous providers • Track and complete follow-up tasks, call notes, and client requests • Ensure timely and complete record-keeping to support clinical team workflows Team Leadership & Quality Oversight • Conduct weekly call audits to assess call quality, consistency, accuracy, and client experience • Provide structured feedback and coaching to improve individual team performance • Lead call reviews with team members and identify patterns in performance • Maintain accountability frameworks to ensure standards are met • Assist in onboarding and training new virtual team members Process Creation & Continuous Improvement • Help document and refine workflows, scripts, SOPs, and best practices • Identify bottlenecks, gaps, or inefficiencies and propose solutions • Work cross-functionally with leadership, tech, and medical teams to improve client experience • Implement new processes and ensure the team adopts changes smoothly Preferred Skills & Experience • Experience in people management, coaching, or team leadership roles (formal or informal) • Experience conducting call reviews, audits, QA, or similar evaluation work • Strong comfort with structured feedback and holding teammates accountable • Basic veterinary or pet-related knowledge strongly preferred • Excellent phone communication and soft sales skills • Highly organized with strong attention to detail • Strong writing skills for documentation and process development • Tech-savvy: comfortable using PIMS/EMR systems, Google Workspace, Slack, and cloud tools • Calm and supportive communication style, especially with stressed pet owners • Able to work independently, manage priorities, and execute consistently What We Offer • Full-time, stable schedule • Remote role with leadership impact • Significant involvement in shaping our operational processes • Supportive, mission-driven team • Growth opportunities across operations, training, and client care management Join Us If you’re energized by helping people, skilled at coaching others, and excited to build scalable systems within a modern veterinary care model, we’d love to meet you. Join Tandem and help deliver exceptional experiences for pets and their people across Greater Boston. Job Types: Full-time, Part-time Pay: $25.00 - $35.00 per hour Benefits: • Employee discount • Flexible schedule • Life insurance • Paid time off • Professional development assistance Shift availability: • Day Shift (Preferred) • Night Shift (Preferred) • Overnight Shift (Preferred) Work Location: Remote