Pet Care Specialist
About The Position
Vetster is seeking a Pet Care Specialist to join their team. This role involves providing empathetic guidance, triage, and support to pet parents using virtual care services. The specialist will assist pet parents before, during, and after appointments, assess concerns, provide clear next steps, and ensure a smooth, high-quality experience. Collaboration with veterinarians to support seamless care and the overall success of the telehealth platform is also a key aspect of this position. This is a fully remote role within Canada, supporting customers between 8 am and 10 pm EST, 7 days a week, requiring evening and weekend availability.
Requirements
- Must be a Registered Veterinary Technician (RVT) in good standing in Canada.
- Minimum 2 years of clinical experience in small animal GP, ER, or telehealth preferred.
- Excellent verbal and written communication and interpersonal skills.
- Self-starter with strong attention to detail and flexibility to handle diverse tasks.
- Highly organized and adaptable, comfortable managing shifting priorities in a fast-paced environment.
- Technologically savvy; able to quickly learn new software and programs.
- Self-sufficient; ability to work independently and remotely.
- Availability to work evening, weekend, and holiday shifts.
- Passion for the mission of Vetster.
Nice To Haves
- Familiarity with tools including Slack and Intercom is an asset.
Responsibilities
- Deliver empathetic, timely, and knowledgeable support to pet parents via chat, phone, and email.
- Triage client inquiries by assessing urgency and guiding them to appropriate next steps.
- Manage appointment-related support, including scheduling, transfers, and rescheduling.
- Assist with prescription management, including submitting faxes, obtaining approvals, and coordinating with partner pharmacies as needed.
- Support high-volume enterprise partner integrations, ensuring consistent, high-quality care experiences at scale.
- Deliver proactive, white-glove support; ensuring prescriptions, follow-up appointments, and ongoing care needs are seamlessly managed.
- Escalate technical or regulatory concerns to the appropriate internal team.
- Maintain clear, accurate internal notes to ensure continuity of care and timely follow-up.
- Contribute to team knowledge bases and documentation.
- Collaborate with cross-functional teams (Veterinary Success, Pharmacy Operations, Support) to resolve issues and ensure high quality client and vet experiences.
- Identify process improvement opportunities and share actionable feedback.
Benefits
- Unlimited access to Vetster for your pets.
- Generous vacation and personal day policy.
- Comprehensive health and dental benefits for you and your family.
- Competitive salary with market alignment.
- RRSP matching and Employee Stock Option Plan.
- Opportunities for career growth and international assignments.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
