Customer Service Agent (US based)

Vet-AI is focused on delivering innovative pet care solutions and conducting clinical research in veterinary medicine. They are seeking a proactive Customer Service Agent to support pet owners and veterinary practices through various communication channels while ensuring efficient issue resolution and maintaining strong customer relationships.

Responsibilities:

• Manage customer communications across email, SMS, phone, and Zendesk, supporting product, technical, app, clinical, shop, general, and B2B queries
• Handle appointment bookings and amendments, provide remote phone coverage when needed, and manage customer tickets from first contact through to resolution within SLA targets
• Deliver clear, empathetic support, escalate complex issues appropriately, and ensure no customer is left without updates
• Process insurance claims accurately and efficiently while maintaining detailed and compliant customer records in line with privacy requirements
• Manage lab requests, request pet histories, handle refunds and returns, and proactively follow up on outstanding information or delivery issues to keep processes moving smoothly
• Respond to TrustPilot and App Store reviews in a warm and professional way that reflects the Joii brand
• Support customers with basic technical troubleshooting including password resets, API syncing, account issues, and backend record updates, escalating where needed with clear documentation
• Assist with onboarding new customers and flag recurring platform issues to internal teams
• Collaborate closely with colleagues across teams, contribute ideas to improve processes and customer experience, and stay informed on product updates, policies, and new features
• Support knowledge sharing, maintain clear communication in a remote environment, and help create a positive, collaborative team culture
• Carry out initial technical investigation before escalating issues to the tech team such as reviewing logs, error messages, app behaviour, and account or backend records to understand what is actually happening rather than passing the ticket on cold
• Reproduce issues where possible and gather the relevant evidence: timestamps, user or pet IDs, device and app version, screenshots, error codes, steps to reproduce, and expected versus actual behaviour
• Translate this into a clear, structured ticket that gives the technical team everything they need to investigate

Requirements:

• Experience supporting customers across multiple channels in a fast-paced environment
• Demonstrating ability to prioritise and triage effectively in a busy support environment
• Strong problem-solving and decision making skills
• Emotional resilience when handling sensitive or high pressure situations
• Confidence communicating with both customers and professional stakeholders
• Ability to learn and retain product and process knowledge quickly
• Strong written communication with attention to tone and accuracy
• Accountability and ownership from enquiry through to resolution
• Experience working with SLAs, KPIs, or customer targets (CSAT, NPS)
• Ability to identify patterns, trends, and recurring customer issues
• Comfortable working across multiple systems simultaneously
• Time management and self-organisation in a remote environment
• Customer-first mindset with a focus on trust and relationship building
• Zendesk proficiency and strong adaptability with different new systems and software
• Excellent organisation and attention to detail
• Empathy, professionalism, curiosity, and a collaborative mindset are essential
• Interest in animal wellbeing, veterinary innovation, or pet technology
• Knowledge of privacy-regulated environments
• Experience supporting app or technical queries
• Start up or scale up experience