Customer Support Team Lead

Nest Veterinary

5d • Remote

About The Position

Nest Veterinary is seeking a Customer Support Team Lead to join their rapidly growing team. As a leader in care plan infrastructure for veterinary practices, Nest is experiencing significant growth and is looking for individuals who thrive in fast-paced environments and want to build impactful solutions. The company's mission is to make pet care accessible to every pet parent by providing tech-enabled care plan solutions that help veterinary practices improve compliance, revenue, and preventive care without administrative burdens. This role is crucial in shaping the customer experience through high-quality, empathetic, and efficient support.

Requirements

• 2+ years of experience in call center operations or customer support leadership
• Strong customer-first mindset with a passion for problem-solving
• Experience managing support queues in high-volume environments
• Proven ability to coach, develop, and engage team members
• Strong organizational and time management skills with the ability to prioritize effectively
• Comfortable collaborating cross-functionally in fast-paced startup environments
• Clear and confident communicator across written and verbal channels
• Experience with Zendesk, including Help Center management, macros, tags, workflows, and reporting
• Experience leveraging AI tools and workflows within support operations
• Ability to analyze data and translate insights into process improvements
• Ability to navigate ambiguity and adapt in a fast-growing environment

Responsibilities

• Lead and support Customer Support Associates, running daily and weekly check-ins, providing real-time coaching, and ensuring high-quality, customer-first support.
• Oversee ticket queues across email, chat, and phone, ensuring SLAs are met, managing escalations, and stepping in to maintain service levels.
• Identify trends in support tickets, uncover root causes, and implement process improvements to reduce volume, improve response times, and enhance the customer experience.
• Partner with Product and Engineering on bugs and usability issues, align with Hospital Success on customer needs, and ensure feedback from the front lines is shared and acted upon.
• Track key support metrics (CSAT, response time, resolution time, ticket trends), report on performance, and use data to drive decisions and improvements.

Benefits

• 5X growth trajectory — your work will directly shape how we scale
• High visibility role — every hospital launch has your fingerprints on it
• Mission that matters — more pets getting the preventive care they need because practices are set up to succeed
• Ground-floor opportunity — help define what great implementation looks like at a category-leading company
• Teammates who show up — kind, motivated, and genuinely collaborative

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed