[Remote] Manager, Customer Support

Note: The job is a remote job and is open to candidates in USA. Vetcove is modernizing the future of veterinary software and the pet parent healthcare experience. They are seeking a Customer Support Manager to lead a team of support associates in optimizing processes for customer support and strategy as the company scales.ResponsibilitiesAct as the “Voice of CX", raising key needs during planningPartner with Leadership to understand the business processes, pain points, and goals of the organizationManage a team of support associates, provide training, onboarding, and measure performanceInterview and help scale the support teamMaintain and promote company best practices and standards for supportWork cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our toolsWork with vendor and industry partners to streamline communication and alerts between systemsHelp to continuously develop and expand processes in order to streamline CX workflowsSkills3+ years of experience in customer experience1+ years of management experienceKnowledge of intercom or similar ticketing systemsYou have worked within multichannel support operations (chat, email, phone)Excellent written and verbal communication skillsPatience and compassion when handling difficult situationsAbility to adapt quickly and manage many concurrent responsibilitiesA strong desire to learn and help our customers succeedA positive attitude and one-for-all team mentality and excellent collaboration skillsTech/start-up work experience is a plus but not requiredBenefitsBonusEquityBenefitsComprehensive benefits packageCompany OverviewVetcove is the largest B2B veterinary marketplace, enabling veterinary hospitals to compare and buy supplies from all of their vendors. It was founded in 2015, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.vetcove.com/.