Customer Success Analyst

Customer Support Analyst, Guardian Vets (In Office)

Guardian Vets supports veterinary practices with human-led, AI enabled front desk operating system, including call handling, scheduling support, and workflow tooling. We help practices capture more appointments, reduce staff burnout, and deliver a better client experience.

You will be the frontline owner of practice support. You will troubleshoot issues, translate customer needs into software and workflow updates, and ensure practices get fast resolutions and measurable improvements. You will also identify opportunities to expand usage, upsell additional capabilities, and build long term relationships with practice teams.

• Customer support and problem solving
• Respond to practice questions and issues across phone, email, and chat
• Diagnose problems quickly and communicate clearly with customers
• Escalate bugs and technical issues with strong documentation and reproducible steps
• Own issues end to end, including follow up and confirmation of resolution

• Configure and update practice workflows, greetings, call routing, and scheduling rules based on customer needs
• Translate recurring customer feedback into clear product requirements and process improvements
• Partner with product and engineering to test fixes and roll out updates safely
• Handle customer onboarding

• Conduct root cause analysis on recurring issues, errors, or performance dips
• Identify patterns across practices and propose durable fixes, not short term workarounds
• Create and maintain internal knowledge base articles and customer facing guidance

• Build trusted relationships with practice managers and owners
• Proactively flag opportunities to expand services, add locations, or activate new features
• Support renewals by ensuring high satisfaction, fast response times, and clear value delivery

Required

• 2 plus years in customer support, account support, or customer success, preferably in SaaS or operations
• Strong troubleshooting skills and comfort working across technical and non technical teams
• Clear written and verbal communication, calm under pressure
• Ability to work in office full time

• Experience in veterinary medicine or supporting veterinary practices
• Familiarity with call center workflows, scheduling, or practice management software
• Experience with CRM systems (e.g. Hubspot)
• Comfort with basic data and reporting, such as tracking tickets, trends, and KPIs

• Bias to action, you close loops and do not let issues linger
• Structured thinker, you can run root cause analysis and document clearly
• Customer minded, you balance speed, quality, and accountability
• Commercial awareness, you naturally spot expansion opportunities without being pushy

• High ownership role with direct impact on customer outcomes
• Mission driven work in the veterinary industry
• Competitive compensation and growth path

If you love pets and want to build your career in the veterinary industry, please reach out with your resume and a short note about why this role is a fit.