Customer Support Specialist (Remote – United Kingdom)

Location: Remote (U.K.) working in UK-business hours; occasional travel/onsite visits may be required

Type: Full-time

Experience: 1–3+ years in SaaS support, customer service, or healthcare/veterinary support preferred

VetRec is an enterprise-grade AI veterinary assistant used by thousands of veterinary professionals across the U.S., Canada, the U.K., Australia, and beyond. Our platform generates highly accurate, fully customizable medical notes, summaries, dental charts, and discharge instructions, saving clinicians hours each day and improving patient care outcomes.

As part of our continued U.K. expansion, we’re hiring a UK Customer Support Specialist to deliver exceptional support, drive product adoption, and help practices get maximum value from VetRec. You’ll collaborate closely with Customer Success, Product, and Engineering teams to ensure every user’s experience is smooth, effective, and positively impacts clinical workflows.

What You’ll Be Doing

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.

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.

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.

Why Join VetRec?

• Help scale VetRec across the U.K. and shape our customer support culture from early on.

• Have tangible impact, every support interaction helps reduce clinician burnout and improve veterinary care.

• Work closely with Product, Engineering, Sales, and Customer Success, fast feedback loops and direct influence on product direction.

• Remote flexibility, but with meaningful opportunity to build relationships with customers and travel to practices when helpful.

• Be part of a mission-driven, purpose-led team that values empathy, quality, and customer success.