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Head of Client Support
SnoutID
This job is no longer accepting applications
See open jobs at SnoutID.See open jobs similar to "Head of Client Support" Boost VC.Customer Service
Remote, OR, USA
USD 120k-150k / year + Equity
Posted on May 9, 2025
🐶 Our mission
Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.
🚀 The opportunity
Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the USA. We’re a small but mighty startup team of <30 employees. We're searching for a pet and customer obsessed Head of Client Support to help scale our payment processing, customer support, and collections functions. This is a USA based remote position, with a strong preference for candidates based in Los Angeles or San Francisco Bay Area in California.
💻 The role
At Snout, we believe that every interaction matters, and as our new Head of Client Support, you’ll be at the heart of it all. You'll lead and grow a team of compassionate Client Support Representatives, making sure that both clinics and pet parents feel truly cared for at every step of their journey with us. You’ll hire, train, and develop a support team that’s known for outstanding service, fast payment processing, and sky high CSAT/NPS scores. And when the occasional fire pops up? You’ll be ready to jump in, handle escalations thoughtfully, and make judgment calls that are fair and empathetic for everyone involved. You’ll set the gold standard for what warm, responsive, and professional support looks like, nurturing long-term relationships with our clinics and members alike. Additionally, you’ll be designing our customer support function to scale leanly.
The right candidate will be an experienced leader who knows how to build and motivate a thriving support team — and you’ve got the high CSAT/NPS scores to prove it. You're just as comfortable rolling up your sleeves to work alongside your team as you are stepping back to see the big picture. There will be a high demand of communications between veterinary clinics, pet owners and a remote team across several platforms under your oversight, so you will need to have strong multi-tasking and prioritization abilities with heavy attention to detail. Stand out candidates lead with empathy, think in systems, and always looking for ways to work smarter, not harder. You’ll have prior experience leveraging technology and systems to scale your team, for instance, researching software platforms or working with our engineering team to optimize your team’s workflow and reduce workload.
If you're excited to build something meaningful and lead, we’d love to meet you!
Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “what we’re looking for” including the first bullet point. If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.
🛠 What You’ll Do
Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.
🚀 The opportunity
Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the USA. We’re a small but mighty startup team of <30 employees. We're searching for a pet and customer obsessed Head of Client Support to help scale our payment processing, customer support, and collections functions. This is a USA based remote position, with a strong preference for candidates based in Los Angeles or San Francisco Bay Area in California.
💻 The role
At Snout, we believe that every interaction matters, and as our new Head of Client Support, you’ll be at the heart of it all. You'll lead and grow a team of compassionate Client Support Representatives, making sure that both clinics and pet parents feel truly cared for at every step of their journey with us. You’ll hire, train, and develop a support team that’s known for outstanding service, fast payment processing, and sky high CSAT/NPS scores. And when the occasional fire pops up? You’ll be ready to jump in, handle escalations thoughtfully, and make judgment calls that are fair and empathetic for everyone involved. You’ll set the gold standard for what warm, responsive, and professional support looks like, nurturing long-term relationships with our clinics and members alike. Additionally, you’ll be designing our customer support function to scale leanly.
The right candidate will be an experienced leader who knows how to build and motivate a thriving support team — and you’ve got the high CSAT/NPS scores to prove it. You're just as comfortable rolling up your sleeves to work alongside your team as you are stepping back to see the big picture. There will be a high demand of communications between veterinary clinics, pet owners and a remote team across several platforms under your oversight, so you will need to have strong multi-tasking and prioritization abilities with heavy attention to detail. Stand out candidates lead with empathy, think in systems, and always looking for ways to work smarter, not harder. You’ll have prior experience leveraging technology and systems to scale your team, for instance, researching software platforms or working with our engineering team to optimize your team’s workflow and reduce workload.
If you're excited to build something meaningful and lead, we’d love to meet you!
Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “what we’re looking for” including the first bullet point. If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.
🛠 What You’ll Do
- Scale and organize our clinic support function using technology and systems
- Manage, train, and coach a growing team dedicated to customer support and high CSAT/NPS scores
- Jump in to help resolve escalations, solve complex problems, and support clinics when needed
- Perform and oversee all duties performed by the client support team
- Collaborate cross-functionally and act as the voice of our clinics in product discussions and feedback loops with engineering
- Set customer support standards and attain high CSAT/NPS scores
- 2+ years of management and leadership experience running a customer support department at a modern technology startup where you’ve been able to improve old systems or build new systems to prioritize an ever growing list of customer issues based on importance, frequency, stakeholders affected, etc. in order to achieve high CSAT/NPS scores
- Professional consulting experience at a top firm ie. BCG, McKinsey, etc.
- Someone technologically savvy — you are well versed in software tools like MS Office or Google suite, love learning about AI and championing using new technologies similar to Front, Linear, Notion, etc. in workflows
- Experience leading a team — you know how to coach, inspire, and bring out the best in others
- Problem solving using first principles and project management skills
- High emotional intelligence including empathy
- Strong written/verbal communication and customer service skills applicable to phone etiquette and email composition
- Travel flexibility
- Practice Manager or Lead Veterinary Technician experience
- Experience with Slack, Notion or ticketing platforms
- Tolerance for working in a fast-paced technology environment with high ambiguity
- An interest in technology, startups and innovation
- Dedication to absorb and uphold company policies and procedures
- You are based in Los Angeles or San Francisco Bay Area in California
- You don't possess 2+ years of management and leadership experience running a customer support department at a modern technology startup under your belt
- You have never evaluated and implemented technology/software/platform to solve a problem for your department
- You don’t have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community
- You don’t have the flexibility to travel
- People management and building scalable systems is not your strength or interest
- A fast-moving, startup culture feels overwhelming to you
- You don’t enjoy helping clients and can’t handle dealing with negative or difficult clients
- You’re uncomfortable juggling multiple priorities and wearing multiple hats
- You aren’t comfortable with ambiguity and figuring things out as you go
- A chance to be a part of a mission driven company in the pet industry without having to be in clinic
- This is a small team where every person’s contributions are highly valued and hugely impactful to our trajectory
- You will be given the opportunity to play multiple roles and grow professionally in many aspects
- Enjoy a collaborative, flexible and remote environment that respects your time and life
- Competitive salary, equity options, and comprehensive benefits package (medical, dental, vision, 401k)
- $120 000 - $150 000 base salary
- Equity
This job is no longer accepting applications
See open jobs at SnoutID.See open jobs similar to "Head of Client Support" Boost VC.