Hybrid Chat Support Associate Chat Support Associate

About Our Client

Join a dynamic and innovative team to help transform how veterinarians purchase the supplies necessary to keep pets healthy. The eCommerce and mobile platforms developed by this organization enable veterinary practices to compare and buy from all their vendors in one seamless location. Supporting a community of over 17,000 veterinary hospitals employing tens of thousands of veterinarians, this organization plays a significant role in delivering care to millions of animals across the country.

The mission is to modernize the $50B+ animal health industry, allowing veterinary organizations to focus on care rather than spending excessive time on shopping and vendor comparisons. This growth stage company is backed by leading investors from Silicon Valley and NYC, and is seeking exceptionally talented and passionate individuals to join its expanding team.

About the Position

The Support Associate will engage with a vibrant community of veterinary professionals, providing crucial support in their purchasing decisions and processes via the platform.

Team members in this role will collaborate to ensure users have an excellent experience by providing assistance through live chats, phone calls, emails, internal discussion boards, and platform demonstrations. This position is vital in guaranteeing that each user has a positive and enjoyable experience while using the platform for their supply ordering needs.

The ideal candidate will be a proactive self-starter who thrives in a fast-paced, team-oriented environment. This individual will embrace the challenge of supporting and nurturing a large community of passionate veterinary professionals by addressing inquiries via the platform, troubleshooting issues, and collaborating cross-functionally to enhance the platform.

Relevant experience in a customer-facing role, along with outstanding written and verbal communication skills, is required. Familiarity with intercom or other chat platforms is strongly preferred.

What you'll do

- Support existing users by responding to inquiries via live chat, email, and phone in a timely manner.

- Troubleshoot issues efficiently and communicate scenarios/solutions in a clear and effective manner

- Manage various daily and weekly administrative tasks, including proactive account management, item issue reports, item reviews, credit approvals, and more.

- Collaborate cross-functionally to provide engineering, partner, and corporate teams with information on feature requests and enhancement recommendations for tools.

- Coordinate with vendor and industry partners to streamline communication and alerts between systems.

- Contribute to the ongoing development and enhancement of support workflows.

You should have

- 1 year of relevant customer-facing work experience.

- 2 Year Associate's Degree or a 4 Year College Degree.

- Excellent written and verbal communication skills.

- Prior experience in chat support is preferred.

- Patience and compassion in handling challenging situations.

- Ability to adapt swiftly and manage multiple concurrent responsibilities.

- A strong desire to learn and support customer success.

- A positive attitude and team-oriented mentality with excellent collaboration skills.

- Experience in the tech/startup environment is a plus but not required.

Benefits

- 100% remote work available within the USA.

- Medical, Dental, and Vision Insurance.

- Automatic 401k contribution.

- Employee referral program.

- Home office setup assistance.

- Bi-annual company retreats.

- Open vacation policy.

- Equity opportunities.

- Monthly team events.