Customer Experience Lead

We are looking for someone to lead our Customer Experience team here at VetRec.

Location: Remote (U.S.) or at our HQ in Seattle, WA.

Background in the veterinary industry is a must

About the Role

We’re looking for a Customer Experience Lead to own and elevate the end-to-end customer journey. This person will lead and scale our customer experience function while building a high-performing, metrics-driven team.

This role sits at the intersection of customer empathy, operational excellence, and data. You’ll be responsible for ensuring every customer interaction reflects our standards, while also continuously improving processes, tooling, and outcomes.

The ideal candidate brings firsthand experience from the veterinary industry (e.g., technician, practice manager, or industry company) and understands the unique needs, workflows, and pressures of veterinary professionals.

This is a leadership position in the company and reports directly to the CEO.

What does the Customer Experience team do?

1. Handle customer requests through email, phone, live chat.
2. Handle customer personalization and workflow improvements
3. Participate in 1:1 or group calls with customers to drive further workflow enhancement and personal customizations.
4. Occasionally participate in conferences/customer visits.

What You’ll Be Doing

• Lead, manage, and develop the customer experience team (support, success, and related functions)
• Design and implement scalable processes that improve customer satisfaction and operational efficiency
• Establish, track, and continuously optimize key CX metrics (CSAT, NPS, response times, resolution rates, retention, etc.)
• Build a strong reporting cadence and deliver clear, actionable insights to leadership
• Identify trends in customer feedback and proactively drive product and experience improvements
• Collaborate cross-functionally with Product, Engineering, and Sales to advocate for the customer
• Implement and optimize CX tools, systems, and workflows (ideally in a SaaS environment)
• Hire, coach, and mentor team members to build a high-performance, customer-obsessed culture
• Act as a hands-on leader—willing to dive into tickets, escalations, and edge cases when needed

Who You Are

• You have direct experience in the veterinary industry (e.g., technician, practice manager, or working at a veterinary-focused company)
• You have a strong work ethic and take pride in going above and beyond to get things done
• You thrive in a startup environment and bring the grit, urgency, and adaptability that comes with building in it.
• You bring 5+ years of experience managing customer experience teams in the industry (support, success, or service)
• You have experience in a SaaS environment; experience with AI-driven products is a strong plus
• You are highly data-driven and meticulous with reporting, metrics, and performance tracking
• You have exceptional communication and interpersonal skills—you build trust easily with both customers and your team
• You demonstrate high ownership and agency—you don’t wait to be told what to do
• You are detail-oriented, organized, and operationally rigorous
• You thrive in fast-paced environments and are comfortable building and improving systems from the ground up
• You care deeply about the customer experience and take pride in delivering excellence

Our Values

Get S* Done: We move fast, ship daily, and celebrate progress.

Transparency & Ownership: We believe in radical honesty and proactive communication.

Customer Obsession: Every message, note, and workflow exists to make doctors’ lives easier.

Grit & Growth Mindset: We’re always learning, iterating, and finding better ways to serve the veterinary community.

Over-communication > under-communication: Clear, frequent updates keep a fast-moving team aligned.

Why VetRec

At VetRec, you'll be on the front lines with our customers, helping veterinary organizations across the country leverage cutting-edge AI to improve medical documentation and patient care.

You’ll join a passionate, mission-driven team building something people genuinely want and deeply need. We move fast, collaborate closely, and care about every interaction our users have with our platform.

As part of a small, highly skilled team, your work will have immediate visibility and impact. You’ll collaborate directly with Engineering and Product to help evolve a platform that’s transforming how veterinarians work, freeing them to spend more time with patients and less time on paperwork.

If you thrive in a fast-paced startup environment, love solving problems, and want to make a difference in veterinary medicine, we’d love to meet you.