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Chat Support Associate - job 1 of 2

Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team. 

About the Position

The Support Associate is responsible for engaging with our vibrant community of veterinary professionals to support them in their critical purchasing decisions and processes through the use of the Vetcove platform. 

Members of the support team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, and platform demos This role plays a pivotal part in ensuring a positive and delightful day-to-day experience for every user leveraging the platform for their supply ordering needs.

The ideal candidate is a proactive self-starter who thrives in a fast-paced, team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via our platform, troubleshooting, and working cross-functionally to help evolve our platform.

Experience in a relevant customer-facing role, as well as excellent written and verbal communication skills, are required. Knowledge of intercom and/or experience with other chat platforms is strongly preferred.

What you'll do

  • Support existing Vetcove users by responding to user inquiries via live chat, email, and phone in a timely manner 

  • Troubleshoot issues quickly and explain scenarios/solutions in an easily digestible and effective manner

  • Handle various daily and weekly admin responsibilities, such as proactive account management, item issue reports, item reviews, credit approvals, and more

  • Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools 

  • Work with vendor and industry partners to streamline communication and alerts between systems 

  • Help to continuously develop and expand processes in order to streamline support workflows

You should have

  • 1 year of relevant, customer facing work experience

  • 2 Year Associates Degree or 4 Year College Degree  

  • Excellent written and verbal communication skills

  • Experience in chat support preferred

  • Patience and compassion when handling difficult situations

  • Ability to adapt quickly and manage many concurrent responsibilities

  • A strong desire to learn and help our customers succeed

  • A positive attitude and one-for-all team mentality and excellent collaboration skills

  • Tech/start-up work experience is a plus but not required

Benefits (Full Time Roles)

  • 100% remote within the USA

  • Medical, Dental, and Vision Insurance  

  • Automatic 401k contribution

  • Employee referral program

  • At home office set up 

  • Bi-annual company retreats 

  • Open vacation policy 

  • Equity

  • Monthly team events

The typical base pay range for this role across the U.S. is: $50,000/year - $80,000/year + bonus + equity + benefits.  There is a different range applicable to specific work locations. For Colorado, the salary range is: $55,000 - $75,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives.

In addition to base compensation, Vetcove offers a comprehensive benefits
package. Please refer to the “Benefits (Full Time Roles)” section above for more details.

To apply, please submit your application through Vetcove’s Careers Page. The application deadline is accepted on an on going basis.

Please note we are unable to sponsor work visas at this time.

Attention all job seekers! We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know:

  1. Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout!

  2. Authentic communications from our company will only come through verified email addresses and phone numbers. If you receive unexpected messages or calls, exercise caution and verify their authenticity. Don’t let scammers catch you off guard!

  3. It's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourself!

  4. Remember that during the application process, we will never request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secure!

  5. If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our recruiting department. By working together, we can combat these scams and keep the job market safer for everyone.

We understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart!

Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs.

Average salary estimate

$65000 / YEARLY (est.)
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max
$50000K
$80000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Chat Support Associate, Vetcove

Are you ready to join a passionate team at Vetcove as a Chat Support Associate? We’re on a mission to revolutionize how veterinarians purchase supplies, making life easier for over 17,000 veterinary hospitals across the nation. In this remote role, you’ll step into the heart of our community, supporting dedicated veterinary professionals who are committed to keeping pets healthy. Your day-to-day will engage you in live chat, emails, and phone support, allowing you to troubleshoot issues and provide solutions with clarity and compassion. We believe in working collaboratively, so you'll have the opportunity to connect with your teammates and streamline the user experience on our innovative platform. You’ll also assist with maintaining relationships with vendor partners and even contribute to enhancing our tools based on user feedback. If you have a knack for providing excellent customer service and love the thrill of a fast-paced work environment, we’d love to see you thrive in this role! In addition, we offer a fantastic benefits package, including fully remote work, health insurance, an automatic 401k contribution, and an equity stake in our growing company. Your qualifications with at least a year of customer-facing experience, paired with outstanding communication skills and a tech-savvy mindset, will certainly set you up for success at Vetcove. Come join us in transforming the animal health industry—apply today and start making a difference!

Frequently Asked Questions (FAQs) for Chat Support Associate Role at Vetcove
What are the main responsibilities of a Chat Support Associate at Vetcove?

As a Chat Support Associate at Vetcove, you will engage with our community of veterinary professionals, helping them navigate purchasing decisions through our platform. Your main responsibilities include responding to user inquiries via live chat, email, and phone, providing quick solutions to issues, and managing various administrative tasks like account management and item reviews. This role is key in ensuring that Vetcove users have a delightful experience while utilizing our services.

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What qualifications do I need to become a Chat Support Associate at Vetcove?

To be considered for the Chat Support Associate position at Vetcove, you should have at least one year of relevant customer-facing experience. A two-year Associate's Degree or a four-year College Degree is also required. Strong written and verbal communication skills are essential, along with experience in chat support or other customer service roles. A passion for helping others and a proactive attitude can make you a great fit for our team.

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Is prior experience with intercom or chat platforms necessary for the Chat Support Associate role at Vetcove?

While prior experience with intercom or other chat platforms is strongly preferred for the Chat Support Associate role at Vetcove, it is not an absolute requirement. We are more interested in your ability to communicate effectively and your willingness to learn. If you have a strong customer service background and are adaptable, you could very well succeed in this role.

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What type of work environment can I expect as a Chat Support Associate at Vetcove?

As a Chat Support Associate at Vetcove, you can expect a dynamic and supportive remote work environment. Our team thrives on collaboration and innovation, working together to support thousands of veterinary professionals. You will have the opportunity to grow your skills while making a positive impact in the animal health industry. We also ensure a positive workplace culture with benefits that promote your well-being and work-life balance.

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What benefits are offered for the Chat Support Associate position at Vetcove?

Vetcove provides a comprehensive benefits package for the Chat Support Associate position, including 100% remote work within the USA, medical, dental, and vision insurance, an automatic 401k contribution, and an open vacation policy. Additional perks include equity opportunities, bi-annual company retreats, and monthly team events that foster connection and collaboration among team members.

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Common Interview Questions for Chat Support Associate
Can you describe your experience in customer support and how it relates to the Chat Support Associate role?

In your response, focus on highlighting relevant experiences, such as previous roles in customer support or service, and explain how those experiences have equipped you with the communication and problem-solving skills necessary for a Chat Support Associate position at Vetcove. Be sure to detail specific instances where you successfully helped customers resolve their issues.

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How do you manage stressful situations when dealing with difficult customers?

When answering this question, emphasize your skills in patience and empathy. Share an example of a stressful interaction you handled gracefully, focusing on your strategies for staying calm, listening actively, and finding a resolution that satisfied the customer’s needs.

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What do you know about Vetcove and our mission, and how can you contribute as a Chat Support Associate?

Demonstrate your knowledge of Vetcove's mission to modernize the veterinary supply purchasing process. Discuss how your skills and experiences align with this mission and how you can use your communication skills and customer service experience to enhance the user experience and support veterinary professionals effectively.

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Describe a time when you had to multitask during a customer service interaction.

In your response, provide a specific example of a time when you effectively managed multiple tasks simultaneously. Detail how you prioritized tasks, communicated with the customer, and ensured that their needs were met while handling other responsibilities.

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How do you ensure effective communication when responding to customer inquiries?

Discuss your approach to clear and concise communication. Share strategies you use to ensure customers understand your responses, such as using simple language, asking clarifying questions, or summarizing information to confirm comprehension.

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What tools or software have you used in customer support roles, and how proficient are you with them?

Be direct about the tools and platforms you have used previously, such as chat support systems, CRM software, or ticketing systems. Discuss your proficiency level and how quickly you adapt to new technologies, ideally referencing any experience you may have with intercom specifically.

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Can you give an example of how you've contributed to improving a process in a past role?

Provide an instance where you identified an area for improvement in a customer support process. Explain the steps you took to implement changes, the outcome of those changes, and how they positively impacted your team or customers.

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What do you think is the most important quality for a Chat Support Associate to possess?

While there may be several qualities to consider, focus on one that resonates personally, such as empathy, patience, or strong communication skills. Explain why you believe that quality is crucial for success in the role and provide examples of how you embody that quality.

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How would you handle a situation where you don't know the answer to a customer’s question?

Articulate your approach in handling unknown answers by emphasizing your problem-solving skills and willingness to find solutions. Discuss how you would communicate this to the customer, indicating your commitment to getting back to them with the correct information and how you would research the answer.

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Why do you want to work at Vetcove as a Chat Support Associate?

Express your enthusiasm for Vetcove’s mission and how it aligns with your personal values. Discuss aspects of the company culture or its impact on the veterinary industry that resonate with you. This is your opportunity to convey genuine interest in being part of the team.

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Serving over 18,000 veterinary hospitals nationwide, Vetcove is an eCommerce platform that enables veterinary hospitals to research products, compare prices and stock across vendors, and purchase from one central location.

57 jobs
MATCH
VIEW MATCH
BADGES
Badge ChangemakerBadge Diversity ChampionBadge Flexible CultureBadge Rapid Growth
CULTURE VALUES
Mission Driven
Inclusive & Diverse
Growth & Learning
Transparent & Candid
BENEFITS & PERKS
Medical Insurance
Dental Insurance
Vision Insurance
401K Matching
Flex-Friendly
Equity
FUNDING
SENIORITY LEVEL REQUIREMENT
INDUSTRY
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 16, 2025

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