Join us on our journey to transform pet care and improve the health and happiness of pets, pet parents, and veterinary caregivers. Our goal is lofty and requires confident, friendly, resilient professionals dedicated to making a difference in all the lives they touch each and every day.

Petfolk is recreating the veterinary journey from the ground up with technology and design at the very center. We’re revolutionizing how we work and take care of pets with beautifully crafted physical and digital spaces. We are bringing together people with the biggest hearts and brightest minds to make pet care the way we dreamt it could be.

As the Customer Support Lead at Petfolk, you'll spearhead efforts to enrich the lives of pets and their owners through unparalleled care and service. Together with your support team, you'll deliver exceptional assistance across various communication channels such as phone, email, and SMS, making us the first impression of Petfolk for our valued customers.

This leadership position involves overseeing the day-to-day operations of your assigned shift, ensuring smooth functioning, and maintaining high standards of service delivery. 

You will directly supervise a team of 10-12 customer service team members, providing guidance, support, and coaching to optimize their performance. Your responsibilities will span from managing team attendance and shift metrics to handling escalations, refunds, and billing requests. 

Additionally, you will actively participate in training new hires, fostering a culture of excellence, and promoting Petfolk initiatives.

Requirements

• Ability to measure and monitor customer support metrics
• Customer service leadership experience required
• Ability to sit or stand for prolonged periods at a time
• Expected to have a home office or quiet space free from noise or distractions in your home
• Expected to be at a desk, ready to engage with a customer during entire shift
• Must have high speed reliable internet
• Must be willing to work weekend shifts
• Must be willing to work EST time zone

Nice To Have(s):

• Vetspire experience
• Gladly experience

Competencies

• Able to work independently and efficiently in a fast-paced, start-up environment.
• Comfortable with technology and accessing multiple applications remotely to perform duties
• Experience using electronic medical record, CRM platforms such as Gladly, Slack, and Google Suite
• Excellent verbal and written communication skills - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Responsible for answering calls, texts, and emails for all basic inquiries. (Booking appointments, directions, general questions). This position will not be required to answer any medical questions
• Transfer all medical questions to TeleAdvice Support team members.

Our team is our most important asset. We're committed to caring for them with the same standards we have for pets and their people. Petfolk proudly offers a robust benefits package, including Equity Compensation for all employees. See full details on our Careers Page.