Job description
At Modern Animal, we’re reimagining the veterinary experience—for animals, the people who love them, and the people who care for them. Our purpose is to bring humanity back to veterinary medicine, and our mission is to build the future of veterinary care, together. As a Virtual Customer Service Representative (Host), you’ll be part of a mission-driven team that prioritizes excellence, consistency, and innovation while fostering a culture of support and continuous growth.
In this role on the Member Success team, you’ll take full ownership of client concerns from beginning to end, delivering an exceptional customer experience through proactive communication and problem-solving. If you thrive in an environment where you can take initiative, solve problems, and make a real impact, we’d love to have you on board.
Schedule:
This is a part-time, remote role with three 8-hour shifts per week:
Monday, Friday, and Saturday
Hours: 7:00 AM – 4:00 PM or 8:00 AM – 5:00 PM PST
What You’ll Do:
- 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: from assisting with sign-up and onboarding, to ensuring active engagement, to fostering long-term retention and win-back efforts, creating an exceptional experience at every stage
- Proactively engage with members: drive business growth by encouraging members to schedule procedures and appointments, ensuring their pets receive timely and high-quality care. Build relationships and maintain trust by delivering consistent, high quality service
- Ensure Accuracy & Efficiency: Maintain precise medical records and document customer interactions thoroughly and accurately
Why You’d Be a Great Fit:
- 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
Why You’ll Love Working with Us:
You’ll join a team that believes in doing meaningful work—with heart. Whether you’re supporting a first-time pet parent or helping troubleshoot a complex issue, you’ll have the tools, trust, and training to make a difference from day one. We celebrate curiosity, collaboration, and the little things that make each interaction feel human.
This is a non-exempt, remote position starting at $16.00 per hour, with final compensation based on experience, skills, and location.
We believe an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission. We’re not looking for candidates who are “culture fits.” We’re looking for candidates who can expand our culture and challenge business as usual. We strive to foster an environment where all staff can bring their whole selves to work, by their own definition, and we strive to provide all candidates with an equitable and accessible recruitment process.
We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics.
In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
If we can offer accommodations for you in the recruitment process, or if you have feedback on how to make our recruiting more equitable or accessible, please let us know!
