Chat Support Associate

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. **About the Opportunity** Help modernize the future of veterinary software and the pet parent healthcare experience. The organization's suite of platforms features a market\-leading procurement marketplace, an ultra\-modern home delivery ecommerce experience, and a next\-generation practice management system. More than 25,000 hospitals across all 50 states rely on the platform daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year. The organization is modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors, this is a fast\-growing, mission\-driven company. The organization is searching for talented and passionate people who want to help shape the future of veterinary care. **About the Position** The Support Associate is responsible for engaging with the vibrant community of veterinary professionals to support them in their critical purchasing decisions and processes through the use of the platform. Members of the support team work collaboratively to help provide users an excellent experience on the platform through live chats, phone calls, emails, internal discussion boards, and platform demos. This role plays a pivotal part in ensuring a positive and delightful day\-to\-day experience for every user leveraging the platform for their supply ordering needs. The ideal candidate is a proactive self\-starter who thrives in a fast\-paced, team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via the platform, troubleshooting, and working cross\-functionally to help evolve the platform. Experience in a relevant customer\-facing role, as well as excellent written and verbal communication skills, are required. Knowledge of intercom and/or experience with other chat platforms is strongly preferred. **What you'll do** * Support existing users by responding to user inquiries via live chat, email, and phone in a timely manner * Troubleshoot issues quickly and explain scenarios/solutions in an easily digestible and effective manner * Handle various daily and weekly admin responsibilities, such as proactive account management, item issue reports, item reviews, credit approvals, and more * Work cross\-functionally to provide engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to the tools * Work with vendor and industry partners to streamline communication and alerts between systems * Help to continuously develop and expand processes in order to streamline support workflows **You should have** * 1 year of relevant, customer facing work experience * 2 Year Associates Degree or 4 Year College Degree * Excellent written and verbal communication skills * Experience in chat support preferred * Patience and compassion when handling difficult situations * Ability to adapt quickly and manage many concurrent responsibilities * A strong desire to learn and help customers succeed * A positive attitude and one\-for\-all team mentality and excellent collaboration skills * Tech/start\-up work experience is a plus but not required **Benefits (Full Time Roles)** * 100% remote within the USA * Medical, Dental, and Vision Insurance * Automatic 401k contribution * Employee referral program * At home office set up * Bi\-annual company retreats * Open vacation policy * Equity * Monthly team events The typical base pay range for this role across the U.S. is: **$50,000/year \- $80,000/year** \+ bonus \+ equity \+ benefits. In addition to base compensation, the organization offers a comprehensive benefits package. Please refer to the “Benefits (Full Time Roles)” section above for more details. Employment is contingent upon successful completion of a background check. The organization is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. The organization welcomes applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. The organization is dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is the organization's policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If accommodations are required during the application or interview process, please let us know and every effort will be made to accommodate your needs.