Customer Support Associate

About Nectar Nectar is on a mission to provide quality health care for pets through modernized veterinary technology. Our team was founded by Harvard, Stanford, McKinsey, Meta, and Square alumni, and we were named to BCV’s 2023 Top 50 Emerging SaaS list. Today's veterinary clinic tools are outdated and challenging to use. Our vision is an intuitive cloud platform with a streamlined medical record system and predictive analytics to equip vets and pet owners with insightful data. We are a Series A-stage startup, and we are looking to rapidly scale our operations!

Tools: Linear, Notion, Google Suite, Slack, HubSpot, Calendly, Intercom, Fullview

The Role:

As our first full time Customer Support Specialist you will provide your technical expertise and problem-solving skills to deliver exceptional customer service to the company’s clients. We're looking for driven individuals who have a problem solving mindset and a talent for helping others. No two days are the same! We develop and ship new features every 2-3 weeks which means you will continuously be learning and challenging yourself to be two steps ahead of the game. It is vital that we move from a reactive space into the proactive success space with our customers.   This role will be a founding Customer Support team member, reporting directly to our Director of Customer Success and working alongside our Customer Onboarding Manager.

Your Impact:

• Support veterinary customers across the U.S. with high-quality customer service relating to the use of our practice management software
• Resolve or escalate customer requests/issues promptly, managing any internal tickets until resolution
• Conduct remote diagnostics and troubleshooting
• Develop a repository of resources (articles, product walk through videos, common actions gifs) for our customers to readily access to increase their autonomous learning. With the help of the Director of Customer Success, ensure this workflow is scalable as we ship features and/or enhancements every 2-3 weeks.
• Review, analyze, and evaluate trends on common system issues and communicate these to the company
• Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs.
• Proactively identify and mitigate risks to minimize customer disruptions.
• Establish a trusted advisor relationship with every customer.
• Provide support during standard support hours.
• Serve in an on-call rotation for night and weekend support to ensure our customers have support with any urgent issues, as needed.
• Other duties and responsibilities as assigned.

Your Qualifications:

• Multi-Tasking - Able to coordinate multiple time-sensitive efforts across customer support to ensure customers’ success.
• Communication - Able to communicate clearly and concisely with internal teams, managers, and customers.
• Customer focus - Understand needs of our customers as well as cross-departmental associates and strive to delight at each touchpoint and level of interaction. Exceptional customer relationship-building skills.
• Entrepreneurial - Can bring new ideas to the table and make decisions quickly to move past barriers and be successful in a fast-paced environment that rewards hard work and self-motivation.
• Attention to detail - Appropriately checks all work for errors and does not let important details slip. Highly organized and strong ability to multitask. Ability to handle sensitive information.
• Collaboration - Collaborative self-starter with motivation to drive impactful change for our customers, department, and teams.
• Creative problem solving - Able to use creativity and curiosity to pick apart any problem, producing a solution which is relevant and realistic. Strong analytical capabilities for advanced problem-solving.
• Adaptable - Able to manage multiple competing priorities, rapidly adapting and responding to customer requests and timeline changes

Must have:

• Prior customer service experience (any industry)

• Proficient in conflict resolution, with the ability to sympathize and empathize with customers

• Experience in troubleshooting technical issues

• Outstanding capacity to navigate and resolve intricate issues

• SaaS/veterinary industry experience strongly preferred.

• Ability to work some nights and weekends, as needed for customer go-live dates.

Why Nectar?

• Join our mission to provide all animals with the quality healthcare they need!
• VC-backed, high-growth startup with many powerful supporters
• Rockstar team from ex-Meta, McKinsey, LinkedIn, Square, Harvard, Stanford
• Comprehensive medical, dental, vision, pet insurance, and software subscription (e.g., ChatGPT) benefits
• Stipend for work from home equipment
• 15 days accrued PTO, 5 day sick leave
• Driven and people-focused company culture where we are invested in your holistic personal growth and value having fun, respecting each other, and dreaming big