Customer Success Specialist (Support)

**Work Location:** This position is open to remote candidates, excluding residents of CA, CO, NJ, NY, and WA. **Schedule:** Monday\-Friday, 12:00 PM \- 8:00 PM Central Time. Some holidays are required. **Employment Type:** Full\-time, W2, Non\-Exempt **Compensation:** $20\-25/hour, based on experience **About Our Company:** VetSnap is a veterinary company dedicated to streamlining and simplifying DEA compliance. Our mission is simple: raise awareness about controlled drug compliance and offer an approachable solution for all. Our commitment is to improve the quality of DEA compliance, allowing veterinary professionals to spend more time with patients and less time on paperwork. Learn more about us at www.vetsnap.com. **About The Role:** We are seeking a Customer Success Specialist (Support) to serve as a trusted partner to our veterinary customers. This role is ideal for someone with a veterinary background who enjoys problem\-solving, troubleshooting, and guiding others through technology. You’ll be on the front lines, ensuring our customers receive timely, empathetic, and effective support via tickets, email, and video calls. You’ll join a collaborative, mission\-driven team dedicated to helping our customers succeed. This position is fully remote, but you must be available to work Monday through Friday, 12:00 PM\-8:00 PM CT. Some holidays are required. **Key Responsibilities:** * Provide timely and effective support via tickets, email, phone, and live video chat. * Resolve customer issues or escalate to appropriate teams when necessary. * Triage and prioritize customer requests to ensure urgent matters are addressed quickly. * Collaborate with internal teams through Slack, Freshdesk, and email to resolve challenges. * Maintain accurate, detailed notes on client interactions and follow\-ups. * Foster strong customer relationships through positivity, patience, and clear communication. * Troubleshoot software and hardware\-related issues and guide customers with confidence. * Participate in training and development opportunities to continuously improve your skills. * Manage workload effectively with excellent time management, multitasking, and prioritization skills. **Requirements:** * A reliable internet connection and a suitable workspace for video\-based support. * A PC or laptop with video conferencing capabilities. * 3\+ years of experience in veterinary medicine (CVT, LVT, or RVT credential required). * 2\+ years of customer\-facing or customer service experience. * Familiarity with veterinary practice management software (preferred). * Experience or comfort troubleshooting veterinary equipment and hardware. * Hands\-on experience with DEA\-compliant controlled drug logbooks in a veterinary setting. * Strong verbal and written communication skills. * A patient, positive, and solutions\-focused attitude. * Experience in software support or a helpdesk environment is a plus. * Self\-starter mindset with the ability to work independ