Nest Veterinary

Client Services Representative

• Be the voice of Nest for our partner practices. You'll respond to inbound requests via email, phone, and chat with empathy, urgency, and clarity; troubleshoot issues with billing, plan setup, client communications, and platform usage; and maintain accurate records in our support system.
• Help build the resources that scale us. You'll create and update self-serve content — help center articles, training videos, and internal documentation — that makes our support smarter and faster over time.
• Your observations from the front lines are valuable. You'll escalate bugs and pain points to Product and Hospital Success, identify recurring practice needs, and participate in cross-functional syncs to advocate for the customer.

Client Support Associate

Implementation Specialist

• Implementation Leadership Own the launch. You'll serve as project lead for new hospital onboarding — driving timelines, managing deliverables, and co-leading rollouts alongside Hospital Success Managers to ensure a seamless, coordinated experience for every practice.
• Practice Training & Readiness Prepare hospital teams to succeed with care plans from day one. You'll deliver training sessions that equip veterinary staff with the knowledge, confidence, and workflows they need to successfully introduce care plans as part of their practice offerings — making the transition feel natural, not disruptive.
• Logistics & Readiness Coordination Execute the behind-the-scenes work that makes launches run smoothly. You'll manage scheduling, resource allocation, and communication flow; confirm all readiness checkpoints before go-live; and align internal teams, vendors, and hospital staff so nothing falls through the cracks.
• Technical Review & Validation Be the checkpoint owner. You'll conduct readiness reviews to verify integrations, configurations, and systems are launch-ready; coordinate with Engineering, clients, and Support on any outstanding requirements; and document all technical and logistical sign-offs for a clean handoff.
• Cross-Team Collaboration Your work doesn't end at launch. You'll partner with Hospital Success Managers throughout the onboarding lifecycle, support a smooth transition to the ongoing support team, and bring post-launch insights back to Product, Engineering, and Hospital Success to continuously improve the process.

• Build the infrastructure that scales. You'll design SOPs and workflows for support triage, escalation, and resolution; implement systems to track tickets, SLAs, and customer feedback; and own our knowledge base from the ground up — articles, videos, internal documentation.
• Turn data into decisions. You'll create internal and partner-facing reports on ticket volume and trends, CSAT and response metrics, and product feedback themes — then surface those insights directly to Product, Hospital Success, and Leadership to drive continuous improvement.
• You'll sit at the intersection of everything. Work closely with Hospital Success on onboarding and lifecycle support, partner with Product and Engineering on bugs and usability issues, and support Sales with customer readiness, renewals, and testimonials.
• Build a team worth staying on. Manage and mentor Client Success Associates, set clear goals, run weekly syncs and 1:1s, and create a culture of empathy, ownership, and high performance. You raise the bar — and you make it feel good to be held to it.

Client Support Associate

Implementation Specialist

Client Support Manager