Overview
Customer Service Agent (US based) Jobs in United States at Vet-AI
Title: Customer Service Agent (US based)
Company: Vet-AI
Location: United States
Job title: Customer Service Agent
Reporting to: Customer Success Lead
Work Location: Remote (US)
Contract:
Full-time, Monday to Friday 09:00–17:00 ET / Contract Role (5 Months) – Potential to Convert to Permanent
(To work across US business hours covering California, Florida, New York, Texas, or Illinois)
Who we are:
We are Vet-AI, and we are delivering the future of pet care and clinical research. While our flagship app, Joii Pet Care, makes pet care affordable and accessible for all pet owners, we are also at the forefront of digital veterinary trials. Our platform enables efficient and effective clinical research for veterinary medicine, leveraging the insights gained from Joii's extensive user base.
Our mission:
- To make pet care affordable and accessible for everyone.
- To improve the lives and wellbeing of everyone working within the veterinary industry.
Quite simply, we want vet care to be available to everyone, to ensure the people who are delivering it with us are as happy as they can be, and to drive innovation in animal health through our trials platform, all while keeping the spirit of Joii alive.
Our brand values:
Brave;
- We are not afraid to disrupt the status quo. Championing what’s right for pets and standing confidently behind our purpose. Even when it’s challenged.
- We have the courage and confidence to tackle things that nobody has done before.
- We may face hurdles, adversity, and the fear of failure but we have the conviction to keep going.
Boundless;
- We do not constrain ourselves to the expectations of traditional pet care; we’re young, bright and full of fresh ideas.
- We bring energy and pro-activity to everything we do. We’re problem solvers, with a ‘can do’ outlook.
- Our boundless attitude brings the joy.
Togetherness;
- We share an ‘in-it-together’ mindset. We’re one team; we don’t leave anyone to face problems alone when we can help.
- We champion empathy and compassion; caring about what our customers and our colleagues are going through. Going above and beyond when they need us.
- We strive for constant collaboration, no matter where we are in the world
Role Summary:
We are looking for a proactive, people focused Customer Service Agent to join our growing Customer Success team. This role is ideal for someone who thrives in a fast moving environment, takes ownership, and brings empathy and attention to detail to every interaction.
You will support pet owners, clinical teams, B2B partners, and veterinary practices across email, SMS, phone, utilising many different softwares including Zendesk. You will manage customer tickets from first contact through resolution, balancing priorities while maintaining strong communication and SLA commitments. You will know when to solve issues independently, when to escalate, and when to suggest better ways of working.
This role requires confidence navigating systems, processing queries and handling sensitive situations with care, and adapting quickly to new tools and processes. We value curiosity, initiative, and fresh thinking just as much as experience.
A background in a customer facing role, veterinary care, pet health, pet insurance, animal welfare, grooming, retail, or any pet facing environment is highly valued, along with a genuine understanding of the bond between people and their pets.
Job Responsibilities:
As a growing business, our priorities continue to evolve, so we are looking for someone adaptable, proactive, and excited to contribute beyond a fixed playbook.
Client Support & Communication
Manage customer communications across email, SMS, phone, and Zendesk, supporting product, technical, app, clinical, shop, general, and B2B queries. Handle appointment bookings and amendments, provide remote phone coverage when needed, and manage customer tickets from first contact through to resolution within SLA targets. Deliver clear, empathetic support, escalate complex issues appropriately, and ensure no customer is left without updates.
Claims, Administration & Records
Process insurance claims accurately and efficiently while maintaining detailed and compliant customer records in line with privacy requirements. Manage lab requests, request pet histories, handle refunds and returns, and proactively follow up on outstanding information or delivery issues to keep processes moving smoothly.
Reviews, Technical Support & Systems
Respond to TrustPilot and App Store reviews in a warm and professional way that reflects the Joii brand. Support customers with basic technical troubleshooting including password resets, API syncing, account issues, and backend record updates, escalating where needed with clear documentation. Assist with onboarding new customers and flag recurring platform issues to internal teams.
Team & Continuous Improvement
Collaborate closely with colleagues across teams, contribute ideas to improve processes and customer experience, and stay informed on product updates, policies, and new features. Support knowledge sharing, maintain clear communication in a remote environment, and help create a positive, collaborative team culture.
1st Line Triage & Technical Escalation
Carry out initial technical investigation before escalating issues to the tech team such as reviewing logs, error messages, app behaviour, and account or backend records to understand what is actually happening rather than passing the ticket on cold. Reproduce issues where possible and gather the relevant evidence: timestamps, user or pet IDs, device and app version, screenshots, error codes, steps to reproduce, and expected versus actual behaviour. Translate this into a clear, structured ticket that gives the technical team everything they need to investigate.
Knowledge/Experience required:
- Experience supporting customers across multiple channels in a fast-paced environment. Demonstrating ability to prioritise and triage effectively in a busy support environment
- Strong problem-solving and decision making skills
- Emotional resilience when handling sensitive or high pressure situations
- Confidence communicating with both customers and professional stakeholders
- Ability to learn and retain product and process knowledge quickly
- Strong written communication with attention to tone and accuracy
- Accountability and ownership from enquiry through to resolution
- Experience working with SLAs, KPIs, or customer targets (CSAT, NPS)
- Ability to identify patterns, trends, and recurring customer issues
- Comfortable working across multiple systems simultaneously
- Time management and self-organisation in a remote environment
- Customer-first mindset with a focus on trust and relationship building
- Zendesk proficiency and strong adaptability with different new systems and software,
- Excellent organisation and attention to detail
- Empathy, professionalism, curiosity, and a collaborative mindset are essential.
Knowledge/Experience desirable but not essential:
- Interest in animal wellbeing, veterinary innovation, or pet technology.
- Knowledge of privacy-regulated environments
- Experience supporting app or technical queries
- Start up or scale up experience
Diversity and Inclusion
We’re building an inclusive and diverse team. We truly believe that surrounding ourselves with different opinions means that we’ll challenge our own assumptions instead of thinking we know the correct answer. We welcome applications from everyone and will foster an encouraging and caring workplace. If you aren’t sure if you qualify, send us your CV anyway. We’ll take the time to look over your application and give you feedback.
