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 position, with a strong preference for candidates based in New York City or San Francisco Bay Area in California where you'll start out working remotely and eventually move into a hybrid position.

💻 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 have Senior level consulting experience at a top firm, who knows how to build a technology first team and motivate a thriving support team. 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, problem solve with first principles, think in systems, and are 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

💡What we're looking for

4+ years of 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
Problem solving using first principles and project management skills
High emotional intelligence including empathy
The ability to lead a team of 5-10+ direct reports — you know how to coach, inspire, and bring out the best in others so that they get promoted
Strong written/verbal communication and customer service skills applicable to phone etiquette and email composition
Travel flexibility
Someone based in the New York City or San Francisco Area

🌟 Bonus points for

Practice Manager or Lead Veterinary Technician experience
Proven scaling experience at mid-sized startup companies of 100 - 500 employees
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

❌ Why you should NOT apply

You don't possess 4+ years of professional consulting experience
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

💖 Why you should join Snout

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)

💸 Compensation

$120 000 - $150 000 base salary
Equity

Apply now

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