Support Specialist - Veterinary Practice

Nordhealth

8d

About The Position

The Support Specialist is an individual contributor on Nordhealth’s Veterinary Practice Support team, supporting customers who use the Provet veterinary practice management software. The role serves as the primary support contact for clients of all sizes, helping busy veterinary practices keep their operations running smoothly by providing efficient, high-quality support in line with agreed targets and service levels.

Support topics include appointments and diary setup, online booking, rescheduling and cancellations; client and patient records, consultations, clinical notes, clinical AI tools and client communications; and referrals and patient flow within the clinic. The specialist builds relationships with customer stakeholders and owns escalations and complex cases through resolution. They work independently and collaboratively to improve support practices and coordinate with Sales, Marketing, Implementation and Product Development. Individual annual OKRs contribute to the goals of the business unit, team and company. Depending on business needs and available time, the role may also contribute to tasks in sales, marketing, implementation and product development.

Success in the role involves maintaining high customer satisfaction, working efficiently toward quantitative support targets, and collaborating effectively with the team and relevant stakeholders. The main challenge is meeting individual targets based on the support team’s Objectives and Key Results. Nordhealth is a remote-first, international company headquartered in Helsinki, Finland.

Requirements

• Fluent spoken and written English.
• Ability to manage multiple customers and priorities simultaneously.
• Strong collaboration skills and independence in connecting with relevant stakeholders.
• Ability to work toward quantitative support targets and maintain high customer satisfaction.

Nice To Haves

• Experience working in a fast-growing, global SaaS company.
• Experience in the veterinary field, including current or former work in a Provet clinic; this is preferred but not mandatory.
• Receptionist experience, particularly knowledge of appointment scheduling and shifts.
• Experience supporting customers in a B2B software (SaaS) environment.
• Experience in healthcare or veterinary software.
• Fluency in an additional language, ideally Spanish, Portuguese or a Nordic language.
• Previous experience working in an international company.

Responsibilities

• Provide efficient, high-quality support as the main contact for customers, meeting agreed service levels and supporting customer satisfaction.
• Troubleshoot appointment and diary setup, online booking, rescheduling and cancellations.
• Support customers with client and patient records, consultations, clinical notes, clinical AI tools and client communications.
• Assist with referrals and patient flow within veterinary clinics.
• Build relationships with customer stakeholders and manage escalations and complex cases through resolution.
• Work independently and with the team to develop support best practices.
• Collaborate with Sales, Marketing, Implementation and Product Development to deliver efficient customer service.
• Contribute to individual annual OKRs aligned with business unit, team and company objectives.
• As business needs and available time allow, participate in other company tasks within sales, marketing, implementation and product development.

Benefits

• Competitive compensation and benefits.
• Learning and professional growth opportunities.
• Tools needed for the role.
• Frequent company events.
• Opportunity to work in a meaningful industry at a fast-growing global company focused on digital healthcare.
• Colleagues from around the world.

What This Job Offers

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