VetRec
This range is provided by VetRec. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay Range $50,000.00/yr - $65,000.00/yr
Location: Remote (U.S.)
Schedule: 12 p.m.–8 p.m. ET, with flexibility for staggered or occasional weekend coverage.
About The Role Be the first friendly face for our users through our support chat system, ensuring fast, helpful, and human responses. You’ll help triage and resolve customer inquiries, review and document support tickets, and collaborate across teams to keep clinics and hospitals running efficiently. This role sits at the heart of VetRec’s customer experience, blending empathy, problem-solving, and strong communication. You’ll play a key part in supporting our doctors and technicians, helping them troubleshoot issues, learn new workflows, and make the most of our AI-powered scribing platform.
We’re looking for someone who’s passionate about improving veterinary medicine, loves helping people, and thrives in a fast‑paced, collaborative startup environment.
What You’ll Be Doing
Respond to customer inquiries through our support chat system, ensuring timely, clear, and friendly communication.
Review, document, and follow up on support tickets, coordinating with Engineering or Customer Success for technical reviews or next steps.
Identify and tag recurring issues, product feedback, and workflow patterns to help inform future improvements.
Maintain and update customer response templates and contribute to Help Center articles, videos and internal documentation.
Collaborate with Engineering and Product Management to surface patterns from customer inquiries, helping shape product priorities and feature enhancements.
Support onboarding and ongoing customer success by assisting with setup tasks and coordinating with the CS team to ensure a seamless transition from onboarding to active use.
Who You Are
You’ve worked in the veterinary industry (technician, CSR, practice manager, or similar).
You have 4+ years of customer support or success experience, ideally in SaaS or tech.
You’re an excellent communicator who’s approachable, empathetic, and proactive.
You have strong organizational and prioritization skills and thrive in a dynamic, fast‑moving environment.
You’re comfortable with tools like support chat systems, Notion, Linear, Slack, and Outlook.
Bonus points for:
Startup or SaaS experience
Familiarity with AI tools or prompt writing
Bilingual is a plus
Knowledge of PIMS systems (Instinct, ezyVet, Cornerstone, Vetspire, Avimark, etc.)
Basic understanding of template‑based workflows
What Success Looks Like
Helps set and uphold evolving standards for response time, communication quality, and overall customer satisfaction.
Efficiently triages and resolves support tickets, escalating when appropriate.
Identifies and communicates trends or feedback that drive product improvements.
Contributes regularly to macros, documentation, and process enhancements.
Builds strong, positive relationships with customers and internal teams.
Our Values
Get S Done: We move fast, ship daily, and celebrate progress.
Transparency & Ownership: We believe in radical honesty and proactive communication.
Customer Obsession: Every message, note, and workflow exists to make doctors’ lives easier.
Grit & Growth: We’re always learning, iterating, and finding better ways to serve the veterinary community.
Over‑communication > under‑communication: Clear, frequent updates keep a fast‑moving team aligned.
Why VetRec At VetRec, you’ll be on the front lines with our customers, helping shape how veterinary organizations across the country leverage cutting‑edge AI to improve medical documentation and patient care. You’ll join a passionate, mission‑driven team that’s building something people genuinely want and deeply need. We move fast, collaborate closely, and care about every interaction our users have with our platform.
About VetRec VetRec is an enterprise‑grade AI veterinary assistant designed to simplify documentation and give veterinary professionals their time back. Backed by best‑in‑class customer service, our platform streamlines clinical workflows by instantly generating accurate, customizable medical notes, reports, dental charts, and discharge instructions. It can also transform entire patient records, including handwritten notes, into clinically precise summaries and transcribe phone calls into review‑ready notes.
By combining AI innovation with a deep understanding of veterinary practice, VetRec helps hospitals reduce administrative burden, improve consistency, and support better patient care. VetRec is HIPAA and SOC 2 Type II compliant and integrates seamlessly with both cloud‑based and on‑premise Practice Management Systems.
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Base Pay Range $50,000.00/yr - $65,000.00/yr
Location: Remote (U.S.)
Schedule: 12 p.m.–8 p.m. ET, with flexibility for staggered or occasional weekend coverage.
About The Role Be the first friendly face for our users through our support chat system, ensuring fast, helpful, and human responses. You’ll help triage and resolve customer inquiries, review and document support tickets, and collaborate across teams to keep clinics and hospitals running efficiently. This role sits at the heart of VetRec’s customer experience, blending empathy, problem-solving, and strong communication. You’ll play a key part in supporting our doctors and technicians, helping them troubleshoot issues, learn new workflows, and make the most of our AI-powered scribing platform.
We’re looking for someone who’s passionate about improving veterinary medicine, loves helping people, and thrives in a fast‑paced, collaborative startup environment.
What You’ll Be Doing
Respond to customer inquiries through our support chat system, ensuring timely, clear, and friendly communication.
Review, document, and follow up on support tickets, coordinating with Engineering or Customer Success for technical reviews or next steps.
Identify and tag recurring issues, product feedback, and workflow patterns to help inform future improvements.
Maintain and update customer response templates and contribute to Help Center articles, videos and internal documentation.
Collaborate with Engineering and Product Management to surface patterns from customer inquiries, helping shape product priorities and feature enhancements.
Support onboarding and ongoing customer success by assisting with setup tasks and coordinating with the CS team to ensure a seamless transition from onboarding to active use.
Who You Are
You’ve worked in the veterinary industry (technician, CSR, practice manager, or similar).
You have 4+ years of customer support or success experience, ideally in SaaS or tech.
You’re an excellent communicator who’s approachable, empathetic, and proactive.
You have strong organizational and prioritization skills and thrive in a dynamic, fast‑moving environment.
You’re comfortable with tools like support chat systems, Notion, Linear, Slack, and Outlook.
Bonus points for:
Startup or SaaS experience
Familiarity with AI tools or prompt writing
Bilingual is a plus
Knowledge of PIMS systems (Instinct, ezyVet, Cornerstone, Vetspire, Avimark, etc.)
Basic understanding of template‑based workflows
What Success Looks Like
Helps set and uphold evolving standards for response time, communication quality, and overall customer satisfaction.
Efficiently triages and resolves support tickets, escalating when appropriate.
Identifies and communicates trends or feedback that drive product improvements.
Contributes regularly to macros, documentation, and process enhancements.
Builds strong, positive relationships with customers and internal teams.
Our Values
Get S Done: We move fast, ship daily, and celebrate progress.
Transparency & Ownership: We believe in radical honesty and proactive communication.
Customer Obsession: Every message, note, and workflow exists to make doctors’ lives easier.
Grit & Growth: We’re always learning, iterating, and finding better ways to serve the veterinary community.
Over‑communication > under‑communication: Clear, frequent updates keep a fast‑moving team aligned.
Why VetRec At VetRec, you’ll be on the front lines with our customers, helping shape how veterinary organizations across the country leverage cutting‑edge AI to improve medical documentation and patient care. You’ll join a passionate, mission‑driven team that’s building something people genuinely want and deeply need. We move fast, collaborate closely, and care about every interaction our users have with our platform.
About VetRec VetRec is an enterprise‑grade AI veterinary assistant designed to simplify documentation and give veterinary professionals their time back. Backed by best‑in‑class customer service, our platform streamlines clinical workflows by instantly generating accurate, customizable medical notes, reports, dental charts, and discharge instructions. It can also transform entire patient records, including handwritten notes, into clinically precise summaries and transcribe phone calls into review‑ready notes.
By combining AI innovation with a deep understanding of veterinary practice, VetRec helps hospitals reduce administrative burden, improve consistency, and support better patient care. VetRec is HIPAA and SOC 2 Type II compliant and integrates seamlessly with both cloud‑based and on‑premise Practice Management Systems.
#J-18808-Ljbffr