Head of Growth and Customer Support
Updated on 1/29/2024
Vetcove

51-200 employees

Unified eCommerce platform for veterinary procurement
Company Overview
Vetcove stands out as a comprehensive eCommerce platform for veterinary hospitals, offering a streamlined procurement process that consolidates product research, price comparison, and inventory management from over 2,100 manufacturers into one platform. The company's compatibility with nearly all major veterinary vendors in the U.S. ensures that clinics maintain their negotiated pricing, rebates, and promotions, while also offering exclusive Vetcove deals. Vetcove's commitment to never charge veterinary organizations for its use, coupled with its rich content listings, payment processing, and order management capabilities, positions it as a leader in the industry.
Data & Analytics

Company Stage

Series A

Total Funding

$53.2M

Founded

2015

Headquarters

Miami, Florida

Growth & Insights
Headcount

6 month growth

21%

1 year growth

50%

2 year growth

109%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
CategoriesNew
Growth & Marketing
Customer Success & Support
Requirements
  • 6+ years of experience in customer experience or growth ops
  • 3+ years of experience managing direct reports
  • Knowledge of intercom or similar ticketing systems
  • Experience working within multichannel support operations (chat, email, phone)
  • Experience in onboarding, training, and mentoring new team members
  • Excellent written and verbal communication skills
  • Ability to adapt quickly and manage many concurrent responsibilities
  • Experience on tech platforms is a plus
Responsibilities
  • Partner with leadership to understand the business processes, pain points, and goals of the organization
  • Manage three customer support managers and act as the direct manager for the retention specialist
  • Provide training, onboarding, career development, and 1:1 weekly meetings for direct reports
  • Maintain and promote company best practices and standards for support and retention
  • Drive strategy to identify clinics who may be slipping away as an active customer
  • Solicit feedback from customers to understand how to better evolve the platform and proactively field any objections clinics may have to using Vetcove
  • Act as the 'Voice of CX', raising key needs during planning, and co-creating the support and retention strategy with leadership
  • Work cross-functionally to provide engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to tools
  • Ensure a positive experience for all customers and help resolve escalated issues
  • Develop reporting and dashboards to monitor performance against CX and retention department’s KPIs and implement an optimal cadence for monitoring and performance updates
Desired Qualifications
  • Experience on tech platforms