Customer Support Specialist (Remote – United Kingdom)

You’ll be part of the front line for VetRec’s U.K. customers, handling inquiries, troubleshooting, onboarding, and ensuring high satisfaction and retention.

Customer Support & Issue Resolution

• 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.

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Onboarding & Training Assistance

• 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.

Customer Advocacy & Feedback Loop

• 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.

Retention Support & Relationship Building

• 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.

Metrics & Quality Assurance

• 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.

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Who We’re Looking For

You’d be a great fit if you enjoy helping people, solving problems, and being the supportive backbone of a fast-growing, mission-driven startup.

You Likely Have

• 1–3 years (or more) 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.