VetRec

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. VetRec is an enterprise-grade AI veterinary assistant used by thousands of veterinary professionals across multiple countries. They are seeking a UK Customer Support Specialist to deliver exceptional support, drive product adoption, and help practices maximize value from VetRec. Responsibilities • Respond to customer inquiries via email, chat, phone, or video calls — timely, clearly, and courteously. • Troubleshoot user issues related to VetRec’s platform: configuration problems, integration queries, workflow difficulties, etc. • Escalate technical or complex issues to Product/Engineering or Customer Success as needed, following defined escalation procedures. • Maintain accurate records of support tickets, user issues, interactions, and resolutions in our CRM or ticketing system. • Assist with onboarding new veterinary practices: guide users through setup, initial configuration, and first-use workflows. • Provide product training and walkthroughs (live or via recorded sessions), ensuring users understand features and best practices. • Help craft or update support documentation, FAQs, “quick-start” guides, and knowledge-base articles tailored to U.K. practices. • Act as a voice of the customer: collect feedback, common pain points, feature requests, and relay insights to Product, Engineering, and Customer Success teams. • Monitor support trends and identify recurring issues or areas for improvement; proactively suggest enhancements. • Collaborate with cross-functional teams on improvements, ensuring customer needs are reflected in roadmap/prioritization. • Build and maintain positive relationships with practice managers, veterinarians, and clinical staff through ongoing support and communications. • Follow up with customers after support resolutions to ensure issues remain resolved and to promote feature adoption. • Support renewal, expansion, or upsell opportunities by helping customers realize full value from VetRec. • Track and report on key support metrics: response times, resolution times, customer satisfaction (CSAT), ticket volume, etc. • Maintain high standards for support quality, clarity, and empathy, ensuring VetRec builds a reputation for excellent customer service. • Participate in periodic reviews of support processes, helping to improve efficiency, documentation, and user experience. Skills • 1+ years experience in customer support, customer success, or help-desk roles, ideally in SaaS, healthcare, veterinary, or clinical-software environments. • Excellent written and verbal communication skills, you communicate clearly, empathetically, and professionally with clients from diverse backgrounds. • Strong problem-solving skills and ability to triage and escalate issues thoughtfully. • Comfort using ticketing/CRM tools, help-desk software, and willingness to learn new internal tools quickly. • Empathy, patience, and a customer-first mindset. • Ability to work remotely (UK hours), manage workload independently, and collaborate across time zones when needed. • Familiarity with veterinary workflows or healthcare-software support. • Experience creating or maintaining support documentation, knowledge bases, or help-center articles. • Prior experience working in a startup or fast-growing environment. Company Overview • VetRec automates the process of taking clinical notes for veterinarians in a matter of seconds. It was founded in 2023, and is headquartered in Seattle, Washington, USA, with a workforce of 2-10 employees. Its website is https://neum.ai.