Customer Support Manager

The Customer Support Manager role will help develop and track insights for the Net Promoter Score program, including Post-Booking customer surveys to improve customer satisfaction and reduce booking cancellations. As well as supply reports on overall customer satisfaction rates and work with the Sales Development team on ways to improve overall customer satisfaction and growth success.

The Opportunity

Must Love Pets! The Vets is bringing the next generation of veterinary care right into our patients’ homes. We believe that delivering the highest quality medical experience starts with creating a stress-free environment and a strong connection between pets, vets and our customers. With the use of cutting-edge technology, data analysis, and efficient on the ground operations, we are quickly growing our reach and looking for new team members to join our exciting company.

Our dedicated team of veterinary and support professionals are working across dozens of locations to provide the highest quality products and services available. If you are passionate about joining a rapidly growing, service-oriented company to make the world a better place for pets – your place is with us.

This role will be responsible for reacting to client complaints, following and improving our customer escalation process, and investigating where in the process these issues originated from, and ensuring we complete a full resolution of all pending customer issues. Goal of this role will be to develop necessary processes to ensure customers have the proper assistance available for any customer concerns/issues, and focus on the growth of our customer support team.

Responsibilities:

  • Improve customer service experience, improve customer engagement and
    facilitate company growth
  • Develop and oversee the implementation of client service protocols
  • Mastermind creative ways to deliver an exceptional client experience
  • Providing insights from customer data to the marketing and sales departments in
    an effort to continue growing the organization and reducing churn
  • Respond promptly to customer inquiries and tracking needed follow-ups
  • Keep records and documentation of client interactions comments and complaints
  • Stay ahead of industry’s developments and apply best practices to areas of
    improvement
  • Communicating and coordinating feedback to team members and make
    recommendations for process improvements

Skills and Qualifications:

  • Proficient in Zendesk essential, and Salesforce experience a strong asset
  • Or other customer ticket softwares, Customer Relationship Management
    softwares and Google Suite experience a strong asset
  • Proven working experience as a Customer Service Manager, Retail Manager or
    Assistant Manager
  • Previous veterinary or pet industry experience a plus but not necessary
  • Creative thinking to come up with new ideas to improve our customer service
    standards
  • Excellent ability to communicate clearly and effectively, both verbally and written
  • Organizational and planning skills essential to develop customer service policies
    and processes
  • Some weekend coverage may be required for urgent issues

We’re looking for people who are not just team players, but also leaders. If you’ve made it this far, you’re probably looking for something different than what’s already out there. So – let’s meet.

Apply for the job

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Working Hours:

Home Visits:   8am – 7pm (Mon – Sun)
On-call Support:  8am – 8pm EST (Mon – Fri), 10am – 2pm EST (Sat)

Home Visits:  8am – 7pm (Mon – Sun)
On-call Support: 8am – 8pm EST (Mon – Fri), 10am – 2pm EST (Sat)

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