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Director of Customer Support

Launched in 2021, The Vets is redefining the veterinary industry because we believe healthy pets start with happy vets. Providing an alternative option to brick-and-mortar veterinary clinics, The Vets has introduced a new at-home service offering high-quality, fear-free care for pets, and a better quality of life for our unsung heroes – our veterinarians. Marrying state-of-the art technology with a concierge approach to pet care, The Vets delivers a world-class experience for vets, pets and pet owners. The Vets currently operates in 16 US markets, has serviced over 35,000 pets and achieved a 3x higher NPS score than traditional veterinary services.

About the Role:

As a Director of Customer Support you will be focused on the development, continuous improvement and delivery of strategic customer service operations. You will work with executive stakeholders and talented individuals across the company to identify areas of improvement to increase our customer service satisfaction rates and create efficiencies in department operations. Some things you’ll work on include:

  • Develop and implement an inspirational mission for the customer experience team
  • Strategic planning focusing on customer happiness, retention and revenue growth
  • Deliver operational projects, such as reliability or customer enablement improvement
  • Lead our growing customer experience team and the customer support managers

About You:

  • You thrive in a setting that is vibrant, quick-paced, collaborative, and high-growth
  • You make things happen rather than waiting for them to happen
  • You operate like an owner and expect others to do the same and you practice personal accountability and respect other; accountability
  • You take satisfaction in assisting others on the team in doing their best work
  • You plan ahead to anticipate your colleagues; needs, and you give and receive all the facts so that others can make decisions with ease
  • You effectively communicate complex concepts into actionable recommendations


  • 7+ years of experience leading Customer Support teams and directly managing in a contact center environment in a B2C company (remote or call center)
  • You are a resilient and empathetic leader with a coaching mindset
  • You’re not afraid to roll up your sleeves, and focus on teaching and empowering others to accomplish their tasks
  • You have superior attention to detail and take a process-oriented approach to your work
  • You are comfortable navigating complicated datasets and use data to identify areas for improvement and subsequently build strategies to address findings and prevent incidents

Salary & Benefits:

  • Annual Company Performance Bonus
  • Full benefits after a 30-day probationary period
  • PC/Laptop
  • RRSP Contribution plan
  • 3 weeks paid PTO + paid Stat Holidays
  • Team lunches, events and more


The Vets is committed to hiring the best team possible to build the future of pet care. The Vets provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, and national origin.

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.

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Ready to do something amazing together? Let's talk.

Ready to do something amazing together?
Let's talk.

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