Customer Support Specialist

Location: Remote (U.S.)Schedule: Approximately 12 p.m.–8 p.m. ET, with flexibility for staggered or occasional weekend coverageAbout the RoleBe the first friendly face for our users through our support chat system, ensuring fast, helpful, and human responses. You'll help triage and resolve customer inquiries, review and document support tickets, and collaborate across teams to keep clinics and hospitals running efficiently.This role sits at the heart of VetRec's customer experience, blending empathy, problem-solving, and strong communication. You'll play a key part in supporting our doctors and technicians, helping them troubleshoot issues, learn new workflows, and make the most of our AI-powered scribing platform.We're looking for someone who's passionate about improving veterinary medicine, loves helping people, and thrives in a fast-paced, collaborative startup environment.ScheduleThis is a remote position focused on afternoon and evening coverage to ensure continuous customer support across time zones.Typical hours are approximately 12 p.m.–8 p.m. ET, with some flexibility to help balance team coverage as we grow.As a startup, we're continually expanding our support hours and refining coverage. There may be occasional weekend or adjusted shifts to accommodate growth, special projects, or evolving customer needs, always with advance notice and respect for work-life balance.What You'll Be DoingRespond to customer inquiries through our support chat system, ensuring timely, clear, and friendly communication.Review, document, and follow up on support tickets, coordinating with Engineering or Customer Success for technical reviews or next steps.Identify and tag recurring issues, product feedback, and workflow patterns to help inform future improvements.Maintain and update customer response templates and contribute to Help Center articles, videos and internal documentation.Collaborate with Engineering and Product Management to surface patterns from customer inquiries, helping shape product priorities and feature enhancements.Support onboarding and ongoing customer success by assisting with setup tasks and coordinating with the CS team to ensure a seamless transition from onboarding to active use.Who You AreYou've worked in the veterinary industry (technician, CSR, practice manager, or similar).You have 4+ years of customer support or success experience, ideally in SaaS or tech.You're an excellent communicator who's approachable, empathetic, and proactive.You have strong organizational and prioritization skills and thrive in a dynamic, fast-moving environment.You're comfortable with tools like support chat systems, Notion, Linear, Slack, and Outlook.Bonus points for:Startup or SaaS experienceFamiliarity with AI tools or prompt writingBilingual is a plusKnowledge of PIMS systems (Instinct, ezyVet, Cornerstone, Vetspire, Avimark, etc.)Basic understanding of template-based workflowsWhat Success Looks LikeHelps set and uphold evolving standards for response time, communication quality, and overall customer satisfaction.Efficiently triages and resolves support tickets, escalating when appropriateIdentifies and communicates trends or feedback that drive product improvementsContributes regularly to macros, documentation, and process enhancementsBuilds strong, positive relationships with customers and internal teamsOur ValuesGet S Done:* We move fast, ship daily, and celebrate progress.Transparency & Ownership: We believe in radical honesty and proactive communication.Customer Obsession: Every message, note, and workflow exists to make doctors' lives easier.Grit & Growth: We're always learning, iterating, and finding better ways to serve the veterinary community.Over-communication > under-communication: Clear, frequent updates keep a fast-moving team aligned.Why VetRecAt VetRec, you'll be on the front lines with our customers, helping shape how veterinary organizations across the country leverage cutting-edge AI to improve medical documentation and patient care.You'll join a passionate, mission-driven team that's building something people genuinely want and deeply need. We move fast, collaborate closely, and care about every interaction our users have with our platform.As part of a small, highly skilled team, your work will have immediate visibility and impact. You'll collaborate directly with Engineering, Product, and Customer Success to help evolve a platform that's transforming how veterinarians work, freeing them to spend more time with patients and less time on paperwork.If you thrive in a fast-paced startup environment, love solving problems, and want to make a real difference in the veterinary field, we'd love to meet you.About VetRecVetRec is an enterprise-grade AI veterinary assistant designed to simplify documentation and give veterinary professionals their time back. Backed by best-in-class customer service, our platform streamlines clinical workflows by instantly generating accurate, customizable medical notes, reports, dental charts, and discharge instructions. It can also transform entire patient records, including handwritten notes, into clinically precise summaries and transcribe phone calls into review-ready notes.By combining AI innovation with a deep understanding of veterinary practice, VetRec helps hospitals reduce administrative burden, improve consistency, and support better patient care.VetRec is HIPAA and SOC 2 Type II compliant and integrates seamlessly with both cloud-based and on-premise Practice Management Systems.