How to apply
Please apply via our Snout Careers page: https://jobs.gem.com/snout/am9icG9zdDpFZLCPaOaoFyXJOGbnmMXW
Our mission
Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.
The opportunity
Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the USA. We’re a small but mighty startup team of <30 employees. We’re on the lookout for an experienced Veterinary Client Support Representative to join us remotely in the USA, to help support our amazing Snout plan members’ queries and claims processing. Please note that this is a contract-to-hire and hourly position.
The role
We’re searching for an exceptional customer service star to join our support team and help manage communications between vet clinics, pet parents, and our Snout team. You’ll provide support that’s warm, responsive, and professional — building strong, lasting relationships along the way.
The right candidate will have great interpersonal, administrative skills and established experience in the veterinary world. You’ll need to be comfortable multitasking across a few different platforms, with a sharp eye for detail. Clear, kind communication — both spoken and written, is a must. Most importantly, we’re looking for someone who leads with empathy and compassion.
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 75% of “what we’re looking for” including the first bullet point. 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
- Monitor and reply to customer support channels covering emails, ticketing systems, phone systems, and inter-office communications
- Member account management including cancellations and renewals
- Process invoices for Snout members provided by our partner vet clinics
- Maintaining thorough documentation of all communications and inquiries
- Management of delinquent accounts and collections correspondence
- Notification and follow-through on technical issues for engineering team
What we're looking for
- 2+ years veterinary clinic experience
- Strong customer service, verbal and written communication skills applicable to phone etiquette and email composition
- Problem solving skills
- Comfort using and quickly learning technology like Microsoft Office, Google Suite, Slack, Notion, Linear, Fresh Desk, etc.
- Home office with reliable internet, webcam and microphone capabilities
- High emotional intelligence including empathy
- Flexibility to work weekend shifts
Bonus points for
- Written and verbal proficiency with the Spanish language
- Experience with tools like Slack, Notion or ticketing platforms
- Dedication to absorb and uphold company policies and procedures
- Self motivated with dependable work ethic
- Eager to learn and collaborate
- Confident communication skills
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
- 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
- You aren't able to work weekend shifts
Why you should join Snout
- A chance to be a part of a mission driven company in the pet industry without restriction to a single 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
Compensation
- $18.00 - 25.00 per hour or $40 000 - 50 000 base salary
Job Type: Full-time
Pay: $18.00 - $25.00 per hour
Expected hours: 30 – 40 per week
Application Question(s):
- Describe your experience working in the veterinary industry.
- What inspired you to apply to Snout?
- Do you have any weekend availability?
- Have you worked remotely before and do you have a remote work setup?
- Please explain the difference between a wellness plan and pet insurance
- Can you write in Spanish proficiently?
- Can you speak Spanish proficiently?
Location:
Work Location: Remote
