Director, Customer Support

Meet Instinct 👋

Instinct Science is an animal health software company that helps the world’s leading veterinary practices deliver exceptional patient care, improve staff efficiency, and minimize team stress and burnout. Our easy-to-use EMR platform acts as the nerve center for veterinarians, veterinary nurses, and support staff alike, fostering seamless collaboration across teams. With our January 2024 acquisition of VetMedux, a company providing trusted education (Clinician’s Brief) and clinical decision support (Standards of Care™, Plumb's) for veterinarians, Instinct has strengthened our commitment to delivering the mission-critical tools veterinary practices need to care for their patients at the highest level and with the best outcomes.

We’re fueled by compassion! Our team, our customers, and their patients and animal owners matter immensely to us. We put the Customer First; Act with Grace, Not Teeth; Do the Right Things for the Right Reasons; and know that Excellence is in our DNA.

If these values speak to you, you might be a good fit for our Director, Customer Support job.

A Sneak Peek of Your Role 🔭
This job, and the team at Instinct, is remote.

As our Director, Customer Support, you’ll lead a team of support professionals, fostering a culture of excellence and continuous improvement while ensuring top-notch, 24/7/365 service. You’ll collaborate with leaders across the company to enhance the overall support experience, overseeing multiple products, including our cutting-edge EMR platform, and supporting the world’s largest and most sophisticated animal hospital. We’re seeking someone who excels in dynamic environments, is passionate about team development, and is committed to delivering outstanding customer support.

What You’ll Do 🐱‍💻

• Oversee daily support operations, ensuring high-quality service across all channels and products
• Manage resources and schedules effectively to ensure around the clock support for our customers
• Handle escalations and complex support issues with ease, building strong relationships with our customers
• Drive cross-functional initiatives to improve the customer experience and optimize support operations
• Monitor and analyze support metrics, identify trends, and implement strategies for continuous improvement
• Develop a deep understanding of Instinct’s products to guide and support both your team and our customers
• Regularly report on team performance, customer satisfaction, and key initiatives to executive leadership

Who You Are 🐱‍💻

Must Haves:

• A collaborative mindset, with a strong desire to work with internal and external stakeholders
• Proven experience in developing and implementing customer support strategies and programs
• Excellent troubleshooting, problem-solving, and decision-making skills to quickly resolve escalations.
• Strong data-driven analytical skills, with a focus on process improvement and optimization.
• Exceptional written and verbal communication and interpersonal skills.
• Proficiency with customer support technologies and tools, with a preference for Intercom experience.
• 3+ years of experience in a customer support leadership role (Manager or Director level).

Nice-to-Haves:

• Familiarity with Instinct products and/or experience in the Veterinary/Animal Health industries, including corporate facets
• Experience in a 24/7/365, multi-tiered, multi-product, complex SaaS environment

How Instinct will Care about YOU 🌞

• We offer a supportive and caring work environment.
• We are transparent, open, honest, and empathic, both internally and externally.
• We pay our team well.
• We offer medical, dental and vision benefits and 401K with match.
• We give our team owner-like flexibility over work and time-off, including time to innovate and Slow Fridays.
• We offer a generous stipend that can be used for almost anything to allow you to bring your best self to work.
• We offer a rewarding employee stock plan so that you share in our success.
• We provide all-expense-paid time throughout the year together, including at our annual retreat.

Total Compensation for this role ranges from $115,000 - $140,000, and will be a mix of base salary and attainable bonus potential.

Instinct is an equal opportunity employer committed to equality and providing a pleasant work environment free from harassment or discrimination in any form. All employees will be treated equally without regard to race, color, religion, sex, sexual orientation, gender identity, family or parental status, national origin, ancestry, veteran, or disability status.

If you require accommodations throughout any part of the pre-employment process, please contact our People team at [email protected]