Digitail is a fast-growing startup that leverages technology to modernise the veterinary industry. Our cloud-based platform connects pet owners with veterinary practices, streamlining communication and improving pets' overall healthcare experience.

Our Customer Support team is the heart of Digitail. They aren’t just about unblocking customers when they are experiencing a challenge (though that is one of our goals); it’s also about empathy and building trust with our customer base.

We value our customers and aim to delight them through every interaction. If you love speaking with customers, are deeply curious about understanding their challenges, and desire to make their lives easier, this opportunity may be for you!

This remote opportunity supports customers in the USA and Canada primarily during Eastern Standard Time. Occasionally, you may be asked to support international clients.

What to expect:

• You will work directly with our valued customers on a daily basis through chat, email, and occasional phone calls.
• You will be responding to inbound questions, troubleshooting issues, providing feedback to our internal teams, and building knowledge products for our customers and our internal teams.
• Digitail is scaling quickly with many moving parts; you must be resourceful and thrive in a problem-solving environment.
• You will have plenty of opportunities to grow within the role by using your knowledge and expertise to generate new ideas for how we can better serve our customers through internal process improvements, automation, workflows, etc.

What you will do

• Quickly and accurately supporting customers through multiple channels on a wide range of topics and product features.
• Troubleshooting and investigating various customer questions related to day-to-day clinic operations.
• Develop a deep understanding of our products and services to unblock customer challenges and create knowledge base materials for customers looking for quick answers in our Help Center.
• Ensuring customer retention and satisfaction; contributing to the success of our customers by building strong relationships across the veterinary industry.
• Logging accurate accounts of customer interactions, sharing feedback internally, and developing reference resources for our internal teams.
• Escalating relevant customer issues by generating bug reports and feature request tickets using our internal ticketing system.
• Collaborating with cross-functional teams, including onboarding, customer success and product, ensuring a seamless customer experience.
• Making workflow, process, or automation recommendations and improvements so we can more effectively and efficiently serve our growing customer base.

We’re looking to enhance our team with individuals who possess the following experience:

• Prior experience with CRM tools and customer support software (e.g. Intercom) to ensure quick and successful resolutions to customer inquiries.
• Experience in a fast-paced, high-volume, remote environment, adept at managing multiple tasks.
• Passion for animals and a genuine desire to provide exceptional service to pet owners and veterinary professionals.
• Curiosity, resourcefulness, and solution orientation. You have the ability to handle setbacks and overcome challenges; you demonstrate perseverance and a positive attitude in the face of adversity. You take feedback constructively and use it as an opportunity to improve and grow.
• You are tech-savvy, curious about the why behind things, and always eager to find the most efficient solutions to customer problems and our internal processes and workflows.
• You approach customers with empathy and curiosity. You have a proven ability to build trust through effective discovery, quick problem-solving, and intentional support.

Bonus points:

• Experience working in the Veterinary industry
• Experience working in a SaaS Support environment
• Experience with customer onboarding

About Us:

We are a remote first Global team with many cultures that have the customer at the heart of everything we do.

You don't need to have a pet, but full disclaimer - we talk about animals A LOT!

We are looking to grow our benefits as we grow. This opportunity offers a competitive salary, statutory pension and employee insurance plans. Alongside share options in the business!

We are open to part time and full time applications for this opportunity!

If you don't receive a response in 10 working days, we thank you for your time however won't be pursuing your candidacy for this role.