VetRec · 1 month ago
Customer Support Specialist (Remote – United Kingdom)
United States
Full-time
Remote
Entry Level
1+ years expVetRec is an enterprise-grade AI veterinary assistant used by thousands of veterinary professionals across multiple countries. They are seeking a UK Customer Support Specialist to deliver exceptional support, drive product adoption, and help practices maximize value from VetRec.
Artificial Intelligence (AI)Data IntegrationGenerative AISoftware
No H1B
Responsibilities
Respond to customer inquiries via email, chat, phone, or video calls — timely, clearly, and courteously
Troubleshoot user issues related to VetRec’s platform: configuration problems, integration queries, workflow difficulties, etc
Escalate technical or complex issues to Product/Engineering or Customer Success as needed, following defined escalation procedures
Maintain accurate records of support tickets, user issues, interactions, and resolutions in our CRM or ticketing system
Assist with onboarding new veterinary practices: guide users through setup, initial configuration, and first-use workflows
Provide product training and walkthroughs (live or via recorded sessions), ensuring users understand features and best practices
Help craft or update support documentation, FAQs, “quick-start” guides, and knowledge-base articles tailored to U.K. practices
Act as a voice of the customer: collect feedback, common pain points, feature requests, and relay insights to Product, Engineering, and Customer Success teams
Monitor support trends and identify recurring issues or areas for improvement; proactively suggest enhancements
Collaborate with cross-functional teams on improvements, ensuring customer needs are reflected in roadmap/prioritization
Build and maintain positive relationships with practice managers, veterinarians, and clinical staff through ongoing support and communications
Follow up with customers after support resolutions to ensure issues remain resolved and to promote feature adoption
Support renewal, expansion, or upsell opportunities by helping customers realize full value from VetRec
Track and report on key support metrics: response times, resolution times, customer satisfaction (CSAT), ticket volume, etc
Maintain high standards for support quality, clarity, and empathy, ensuring VetRec builds a reputation for excellent customer service
Participate in periodic reviews of support processes, helping to improve efficiency, documentation, and user experience
Qualification
Required
1+ years experience in customer support, customer success, or help-desk roles, ideally in SaaS, healthcare, veterinary, or clinical-software environments
Excellent written and verbal communication skills, you communicate clearly, empathetically, and professionally with clients from diverse backgrounds
Strong problem-solving skills and ability to triage and escalate issues thoughtfully
Comfort using ticketing/CRM tools, help-desk software, and willingness to learn new internal tools quickly
Empathy, patience, and a customer-first mindset
Ability to work remotely (UK hours), manage workload independently, and collaborate across time zones when needed
Preferred
Familiarity with veterinary workflows or healthcare-software support
Experience creating or maintaining support documentation, knowledge bases, or help-center articles
Prior experience working in a startup or fast-growing environment
Company
VetRec
VetRec automates the process of taking clinical notes for veterinarians in a matter of seconds.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
unknown2023-07-01Seed
Company data provided by crunchbase