Full-Time Customer Support Specialist (Vet Tech / Staffing Software) — Chat, Email & Phone - Contract to Hire

## Job Description

Hi! We’re Ronda, a fast-growing company building software that helps **veterinary clinics and locum vets** coordinate staffing and operations. We’re looking for a **full-time Customer Support Specialist** to join us **ASAP**.

This role is all about helping users quickly and kindly — via **in-app chat**, **email**, and **phone** — and keeping conversations moving until issues are fully resolved. You’ll also follow up with **locums and practices** regarding roles and positions, ensuring nothing slips through the cracks.

If you’re organized, proactive, calm under pressure, and you enjoy helping people, we’d love to hear from you.

## Key Responsibilities
• Respond to customer questions via **in-app chat**, **email**, and **phone**
• Triage issues, troubleshoot, and escalate product/technical items when needed
• **Follow up** with clients until problems are resolved (no “closed loop” tickets)
• Follow up with **locums and veterinary practices** about job positions and next steps
• Keep clear notes and update statuses in our internal tools (simple, consistent documentation)
• Spot recurring issues and suggest improvements to FAQs, templates, or workflows

## Requirements
• Excellent written and spoken **English**
• Comfortable handling support on **chat + email + phone**
• Strong ownership: you don’t wait to be reminded to follow up
• Professional, friendly tone (even with frustrated customers)
• Reliable internet + quiet environment for phone calls
• Able to work **full-time** and start **immediately**

## Nice to Have (Not Required)
• Customer support experience in SaaS / tech
• Any experience with **veterinary clinics**, staffing, scheduling, or healthcare workflows
• Familiarity with Pipedrive (or similar tools)

## Hours & Pay
• **Full-time (40 hrs/week)**
• **$10 USD/hour** initially
• Opportunity to grow with the company based on performance and reliability

## How to Apply (please answer these)

1. What time zone are you in, and what are your available working hours?

2. Describe a time you handled a difficult customer — what did you do?

3. Are you comfortable making phone calls daily? (Yes/No + details)

4. What tools have you used for customer support (chat/email/ticketing/CRM)?

5. Please write a short sample reply to this message:

“I can’t log in and I need to contact a clinic urgently — this is really frustrating.”

Thank you very much in advance for your interest!

Best regards,Ibra & The Ronda Team

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