Care Team Veterinary Technician - Remote Opportunity

Care Team Veterinary Technician About Airvet: Founded in 2018, Airvet provides 24/7 access to video visits and chats with thousands of licensed veterinarians and pet care providers, delivered as a highly valued employee benefit to companies like Adobe, Manulife, Freshpet, Dayforce, and Coke Northeast. Airvet is the #1 rated pet telemedicine app in the App Store, with over 7,300 reviews and a 4.9/5 star rating. To date, Airvet has helped 250,000+ pet families in the United States and Canada. Read more about Airvet in the news:

• Pet telehealth company Airvet closes on $18.2M to embark on enterprise focus
• Profile: Brandon Werber, Founder & CEO at Airvet

ABOUT THE ROLE: This position bridges the gap between customer support and overall operational efficiency. The individual in this role will be responsible for directly engaging with customers, addressing inquiries, resolving issues promptly, and enhancing customer satisfaction to foster long-term retention. Beyond front-line interactions, this role will also involve executing critical back-end processes, ensuring seamless coordination between cross-functional teams, and identifying opportunities to streamline workflows for improved efficiency. By acting as a key liaison between customer service and internal operations, this role will help drive both customer success and business productivity, ultimately contributing to the organization's overall growth and excellence in service delivery. WHAT YOU'LL BE DOING

• Take Care Team shifts approximately 25-30 hours per week, including days, nights, weekends, and holidays (when needed) with a compensatory day off for holiday work.
• Participate in an emergency on-call rotation for service coverage.
• Monitor the web portal, handle On-Demand calls, and respond to inquiries via chat while ensuring high-quality customer service.
• Complete follow-ups, including case tracking, administrative duties, and outreach to pet parents.
• Share shift details with the next Care Team member.
• Assist with training new team members
• Assist with scheduling of shifts
• Complete continuing education courses as assigned
• Ensure compliance with Airvet Best Practices, SLAs, and visit guidelines while supporting quality control.
• Collaborate with internal teams to improve service efficiency and address operational issues.
• Gather pet parent insights to identify trends and enhance the customer experience.
• Analyze interactions and data to improve efficiency and service quality.
• Support cross-functional projects and company initiatives.
• Attend virtual meetings, complete training, and drive key performance metrics.
• Provide backup support for CX/Ops team members as needed.
• Perform other duties as assigned.

WHAT WOULD MAKE YOU A STRONG FIT FOR THE ROLE?

• Veterinary Technician certification and licensure (CVT, RVT, LVT, or LVMT).
• Must be licensed and reside in the USA.
• Reliable internet access is required.
• Capable of accurately evaluating emergencies and guiding pet parents accordingly.
• Detail-oriented and able to follow training and instructions precisely.
• Highly proficient with desktop and mobile applications.
• Strong knowledge of Google Suite applications.
• Self-motivated with the ability to work independently and make informed decisions.
• Thrives in a fast-paced, dynamic startup environment.
• Creative problem-solver who continuously seeks improvements.
• Passionate about delivering excellent customer experiences and supporting pet parents through challenges.
• Able to meet project deadlines efficiently.
• Available for weekends twice per month

Nice to have:

• Ability to monitor changes in SOPs and train other team members on them
• iPhone or Android phone

COMPENSATION/PERKS:

• Competitive salary
• Stock options
• Medical, Dental, and Vision coverage, including Dependents
• Flexible Spending and Health Savings Accounts
• Telemedicine and Employee Assistance Program (EAP)
• Life and AD&D policies
• Unlimited Discretionary Time off, paid holidays, and flexible time off approach
• Los Angeles-based and Remote Work team
• 401K Retirement Plan through Human Interest (Employee contribution - Not matched currently)
• Pet-friendly, of course! Access to Airvet as a benefit
• $75.00 Monthly stipend for work-from-home

Closing Statement: Airvet is dedicated to working with the highest skilled people from the most inclusive talent pool feasible. We maintain that diversity in all aspects leads to positive change, solutions, and innovation for our customers' and employees' career fulfillment. All qualified individuals are encouraged to apply. We will consider qualified applicants with arrest and conviction records in accordance with applicable law, including the San Francisco Fair Chance Ordinance. Apply tot his job Apply To this Job