Digitail is a fast-growing startup that uses technology to modernise the veterinary industry. Our cloud-based platform connects pet owners with veterinary practices, streamlining communication and improving pets' overall healthcare experience.
The Opportunity 🐾Our Customer Support team are the first line of support for our clinics going live and supporting their journey on the Digitail platform.
You’ll work directly with end-users through chat, answering inbound questions, troubleshooting issues and building valuable materials.
This role supports our clients across EMEA and will support overflow and escalations for our North American clients.
This opportunity has a high potential for growth in other business areas as we grow. You could progress into the following opportunity areas:
- Implementation Specialists
- Product Management
- Operations
- People Operations
If you want to make an impact and grow your experience, this opportunity is the best way to learn about our Product and progress at Digitail!
Key Responsibilities- Prioritise and respond to tickets in a systematic, strategic way. You will look to build articles and FAQs and automate responses where you see trends.
- Assist veterinary staff with technical issues related to our platform, including account setup, navigation, and troubleshooting.
- Develop a deep understanding of our products and services to address customer inquiries and provide product recommendations effectively.
- Maintain accurate records of customer interactions, feedback, and resolutions.
- Generate reports as needed to track performance metrics and identify areas for improvement.
- Escalate client issues by generating bug reports and feature request tickets using our internal ticketing system.
- Collaborate with cross-functional teams, including onboarding, customer success and product, to ensure a seamless customer experience.
- Tech-savvy and proficient in trouble‑shooting web‑based navigation or technical issues.
- Friendly and patient communication skills.
- Empathetic with the ability to remain calm under pressure.
- Strong problem‑solving skills and attention to detail.
- Ability to multitask and prioritise tasks effectively in a fast‑paced environment.
- Proficiency in using customer support software and tools.
- Passion for animals and a genuine desire to provide exceptional service to pet owners and veterinary professionals.
- Previous experience in a vet clinic to understand PIMS and troubleshooting workflows.
- Experience using Intercom
We are a remote‑first global team with many cultures and the customer at the heart of everything we do.
You don't need a pet, but full disclaimer - we talk about animals A LOT!
We are looking to grow our benefits as we grow. This opportunity offers a competitive salary and share options in the business!
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