Role Description As a Host on the Member Success team, you will take full ownership of client concerns from beginning to end, delivering an exceptional customer experience through proactive communication and problem-solving. You’ll go above and beyond to ensure seamless service, act as a trusted resource for our members, and maintain the highest standards of quality and efficiency.

• Deliver Consistent, High-Quality Service:

Address general inquiries with professionalism and empathy while prioritizing member needs.

• Master Multichannel Communication:

Engage with members via chat, email, and phone, utilizing various software tools to navigate accounts and provide effective solutions.

• Own Customer Concerns from Start to Resolution:

Take full responsibility for resolving complex issues, ensuring a seamless experience.

• Own the Member journey:

Assist with sign-up and onboarding, ensure active engagement with care, and foster long-term retention and win-back efforts.

• Proactively engage with members:

Drive business growth by encouraging members to schedule procedures and appointments, ensuring their pets receive timely and high-quality care.

• Ensure Accuracy & Efficiency:

Maintain precise medical records and document customer interactions thoroughly and accurately.

Qualifications

• 5+ years of experience in a customer service role within a concierge-level or white-glove support environment.
• Veterinary experience: Prior experience in a small animal clinic is required; 3+ years preferred.
• A passion for excellence and delivering customer experiences that go above and beyond expectations.
• Proven ability to take full ownership of client concerns, ensuring timely and effective resolution.
• Strong communication skills, both verbal and written, with an emphasis on clarity and empathy.
• Comfort with technology, including experience using various customer support and medical record software.
• Adaptability in a fast-paced environment, with the ability to problem-solve and make quick decisions under pressure.
• Openness to continuous learning, receiving constructive feedback, and evolving within the role.
• Bilingual candidates preferred to enhance communication and service.
• Reliable internet & workspace: Minimum ISP parameters of >100mb_down/>100mb_up/<10ms_latency and a quiet, distraction-free work environment.
• Commitment to Modern Animal’s values, including compassion, curiosity, and dedication to high-quality care.

Benefits

• The pay range for this position is $16 — $20 USD, depending on job-related knowledge, skills, and experience.
• A sign-on bonus and equity grant units may be provided as part of the compensation package.
• A full range of medical, financial, and/or other benefits, dependent on the position offered.

Company Description

At Modern Animal, we don’t just provide veterinary care—we redefine it. As a Virtual Customer Service Representative, you’ll be part of a mission-driven team that prioritizes excellence, consistency, and innovation while fostering a culture of support and continuous growth.