Customer Support, Virtual Care

We're on a mission to transform pet care - improving the health and happiness of pets, pet parents, and veterinary caregivers alike. That's a big goal, and we need confident, friendly, and resilient professionals ready to make a difference with every interaction. At Petfolk, we're reimagining the veterinary journey from the ground up - with smart technology, thoughtful design, and a passionate team at the heart of it all. Together, we're crafting a new standard of care in both digital and physical spaces. Our Virtual Customer Support team is key to this mission - providing top-notch service and ensuring a positive experience for pets and their people. You'll work closely with both customers and care teams across multiple communication channels (text, phone, and email), while championing Petfolk's values every step of the way. What You'll Do:

• Provide exceptional service to customers via phone, text, and email
• Support scheduling, general inquiries, and basic pet care information
• Transfer medical-related inquiries to the TeleAdvice team
• Collaborate with cross-functional teams to enhance customer experience
• Champion Petfolk's mission and values in all interactions

What You'll Bring:

• 1+ year of customer service experience in veterinary medicine
• Comfort working remotely and independently in a fast-paced, startup environment
• A reliable, quiet home workspace
• High-speed, dependable internet connection
• Availability to work full-time (4 x 10-hour shifts/week), including weekends
• Willingness to work between 8 AM – 9 PM EST
• Residency in one of these states: AZ, FL, GA, NY, NC, SC, KS, TN, or TX
• Strong verbal and written communication skills
• Tech-savvy with experience using EMR, CRM platforms (Gladly is a plus), Slack, and Google Suite

Bonus Points:

• Experience with Vetspire
• Experience with Gladly CRM

Compensation & Benefits

• $17/hour
• 4 shifts/week, 10-hour shift schedule
• Fully remote role
• Medical, Dental, and Vision plans
• Generous Paid Time Off
• 401(k) with company matching

At Petfolk, our team is our greatest asset. We're committed to supporting you with the same high standards we have for our pets and their people. Learn more about us — and check out our full benefits — on our Careers Page. Apply Job! Apply to this Job