Head of Customer Support

🐶 Our mission

At Snout, our mission is to ensure no one ever has to make a healthcare decision for their pet based on the money in their bank account. As a modern financing alternative to traditional pet insurance, Snout wellness plans cover 100% of routine veterinary care like vaccinations, unlimited visits, and other valuable member benefits — designed to be used, not forgotten. We help pet owners prioritize care while removing financial risk for veterinary practices.

🚀 The opportunity

Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the US. We’re a small but mighty startup team of <30 employees. We're searching for a pet and customer obsessed Head of Customer Support to help scale our payment processing, customer support, and collections functions.

💻 The role

As our Head of Customer Support, you’ll lead and grow a team of compassionate Customer Support Specialists across multiple functions, working closely with clinics and pet parents to ensure they have a seamless experience. You’ll manage, train and develop a team dedicated to top-notch customer service, quick payment processing, and high NPS scores. You’ll deal with fires and escalations for complex issues and be asked to make judgement calls that are fair to both pet parents and our veterinary partners. Additionally, you’ll be designing our system to scale leanly, for instance, researching software platforms or working with our engineering team to optimize your team’s workflow and reduce workload.

The right candidate will be happy doing hands on work alongside their team lead with empathy, and be a systems thinker. There will be a high demand of communications between veterinary clinics, pet owners and a remote team under your oversight. The role will require multi-tasking abilities across several platforms with heavy attention to detail. You will set the bar to ensure that our service is always warm, responsive, and professional — building long-term relationships with clinics and clients alike.

Are you ready to grow with us?

Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 50% of “what we’re looking for.” If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.

🛠 What You’ll Do

• Scale and organize our clinic support function using technology and systems
• Manage, train, and coach a growing team dedicated to customer support and high NPS scores
• Jump in to help resolve escalations, solve complex problems, and support clinics when needed
• Perform and oversee all duties performed by the customer support team
• Collaborate cross-functionally and act as the voice of our clinics in product discussions and feedback loops with engineering
• Set customer support standards and attain high NPS scores
  
  

💡What We're Looking For

• 2 years of experience running a customer support function or team where you’ve been able to improve old systems or build new systems to prioritize an ever growing list of customer issues based on importance, frequency, stakeholders affected, etc. in order to achieve high NPS scores
• Problem solving using first principles and project management skills
• High emotional intelligence including empathy
• Experience leading a team — you know how to coach, inspire, and bring out the best in others
• Someone technologically savvy — you love learning about AI and championing using new technologies similar to Front, Linear, Notion, etc. in workflows
• Strong customer service skills applicable to phone etiquette and email composition
• Excellent written and verbal communication skills along with being well versed in software tools like MS Office or Google suite
• Travel flexibility
  
  

🌟 Bonus points for

• Practice Manager or Lead Veterinary Technician experience
• Experience with Slack, Notion or ticketing platforms is a plus
• Tolerance for working in a fast-paced technology environment with high ambiguity
• An interest in technology, startups and innovation
• Dedication to absorb and uphold company policies and procedures
  
  

💖 Why you should join Snout

• A chance to be a part of a mission driven company in the pet industry without having to be in clinic
• This is a small team where every person’s contributions are highly valued and hugely impactful to our trajectory
• You will be given the opportunity to play multiple roles and grow professionally in many aspects
• Enjoy a collaborative, flexible and remote environment that respects your time and life
• Competitive salary, equity options, and comprehensive benefits package (medical, dental, vision, 401k)
  
  

❌ Why you should NOT apply

• You don’t have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community
• You don’t have the flexibility to travel
• People management and building scalable systems is not your strength or interest
• A fast-moving, startup culture feels overwhelming to you
• You don’t enjoy helping clients and can’t handle dealing with negative or difficult clients
• You’re uncomfortable juggling multiple priorities and wearing multiple hats
• You aren’t comfortable with ambiguity and figuring things out as you go