Customer Support Manager

Vetcove
United States
Workplace: RemoteFull timeUSD 85,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Communication","Leadership","Collaboration","Adaptability","Patience"]

Lead the CX support organization by managing and coaching a team of support associates. Own onboarding, training, performance measurement, and process improvements to deliver a great multichannel customer experience across live chat, phone, email, and community touchpoints. Act as the “Voice of CX,” partnering with leadership and working cross-functionally with engineering and partners to scale support workflows, troubleshoot issues, and inform product and tooling enhancements as Vetcove grows.

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FursaFursa
Vetcove
Vetcove
3 days ago

Customer Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead the CX support organization by managing and coaching a team of support associates. Own onboarding, training, performance measurement, and process improvements to deliver a great multichannel customer experience across live chat, phone, email, and community touchpoints. Act as the “Voice of CX,” partnering with leadership and working cross-functionally with engineering and partners to scale support workflows, troubleshoot issues, and inform product and tooling enhancements as Vetcove grows.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Act as the “Voice of CX,” raising key needs during planning.
  • •Partner with leadership to understand customer support processes, pain points, and goals.
  • •Manage a team of support associates, including training, onboarding, and performance measurement.
  • •Interview and help scale the support team.
  • •Work cross-functionally with engineering and partners to share feature requests and improve CX workflows.

Pay and Benefits

Salary: USD 85,000 - 130,000 annually
Equity and Bonus:Equity

Key Requirements

  • •3+ years of experience in customer experience.
  • •1+ years of management experience.
  • •Knowledge of Intercom or similar ticketing systems.
  • •Experience in multichannel support operations (chat, email, phone).
  • •Excellent written and verbal communication skills.
Skills:CommunicationLeadershipCollaborationAdaptabilityPatience
Tech Stack:Intercom

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Vetcove
Operates an online marketplace and procurement platform for veterinary clinics, aggregating products and suppliers to simplify ordering, compare pricing, and streamline supply management for animal health practices.
Industry: Procurement Platforms
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Boston, United States
Founded: 2015
WebsiteLinkedIn