Client Support Associate (Remote)

Nest Veterinary

2d•$21 - $23•Remote

About The Position

Nest Veterinary is a rapidly growing company in the pet care industry, aiming to make pet care accessible to every pet parent. They provide tech-enabled care plan solutions for veterinary practices, helping them improve compliance, revenue, and preventive care delivery without administrative burdens. The company is transforming the industry with innovative products and a dedicated team. The Client Support Associate will be a key member of the client-facing team, responsible for ensuring a positive experience for partner veterinary practices. This role involves direct interaction with clients, troubleshooting issues, and contributing to the improvement of client support resources and processes. It is positioned as a growth opportunity within the company, offering exposure to various teams and the chance to influence the client experience.

Requirements

2-5 years in a SaaS customer support role
Excellent verbal and written communication skills (clear, friendly, and confident)
Highly organized and responsive
Comfortable managing multiple cases simultaneously
Familiarity with support tools like Zendesk
Enthusiasm for helping people succeed and for personal growth
Startup experience or curiosity; willingness to work in a fast-paced, challenging environment
Availability for support hours between 8am - 8pm EST

Nice To Haves

Veterinary experience

Responsibilities

Respond to inbound client requests via email, phone, and chat with empathy, urgency, and clarity.
Troubleshoot issues related to billing, plan setup, client communications, and platform usage.
Maintain accurate records of client interactions in the support system.
Create and update self-serve content, including help center articles, training videos, and internal documentation.
Escalate bugs and pain points to the Product and Hospital Success teams.
Identify recurring practice needs.
Participate in cross-functional syncs to advocate for the customer.