🐶 Our mission

At Snout, our mission is to ensure no one ever has to make a healthcare decision for their pet based on the money in their bank account. As a modern financing alternative to traditional pet insurance, Snout wellness plans cover 100% of routine veterinary care like vaccinations, unlimited visits, and other valuable member benefits — designed to be used, not forgotten. We help pet owners prioritize care while removing financial risk for veterinary practices.

🚀 The opportunity

Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the US. We’re a small but mighty startup team of <30 employees. We're searching for a pet and customer obsessed Head of Client Support to help scale our payment processing, customer support, and collections functions.

💻 The role

At Snout, we believe that every interaction matters, and as our new Head of Client Support, you’ll be at the heart of it all. You'll lead and grow a team of compassionate Client Support Representatives, making sure that both clinics and pet parents feel truly cared for at every step of their journey with us. You’ll hire, train, and develop a support team that’s known for outstanding service, fast payment processing, and sky high CSAT/NPS scores. And when the occasional fire pops up? You’ll be ready to jump in, handle escalations thoughtfully, and make judgment calls that are fair and empathetic for everyone involved. You’ll set the gold standard for what warm, responsive, and professional support looks like, nurturing long-term relationships with our clinics and members alike. Additionally, you’ll be designing our customer support function to scale leanly.

The right candidate will be an experienced leader who knows how to build and motivate a thriving support team — and you’ve got the high CSAT/NPS scores to prove it. You're just as comfortable rolling up your sleeves to work alongside your team as you are stepping back to see the big picture. There will be a high demand of communications between veterinary clinics, pet owners and a remote team across several platforms under your oversight, so you will need to have strong multi-tasking and prioritization abilities with heavy attention to detail. Stand out candidates lead with empathy, think in systems, and always looking for ways to work smarter, not harder. You’ll have prior experience leveraging technology and systems to scale your team, for instance, researching software platforms or working with our engineering team to optimize your team’s workflow and reduce workload.

If you're excited to build something meaningful, make a real impact, and grow alongside a mission-driven company, we’d love to meet you!

Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “what we’re looking for” including the first bullet. If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.

🛠 What you’ll do

• Scale and organize our clinic support function using technology and systems
• Manage, train, and coach a growing team dedicated to customer support and high CSAT/NPS scores
• Jump in to help resolve escalations, solve complex problems, and support clinics when needed
• Perform and oversee all duties performed by the client support team
• Collaborate cross-functionally and act as the voice of our clinics in product discussions and feedback loops with engineering
• Set customer support standards and attain high CSAT/NPS scores

💡What we're looking for

• 2+ years of experience running a customer support function or team at a modern technology startup where you’ve been able to improve old systems or build new systems to prioritize an ever growing list of customer issues based on importance, frequency, stakeholders affected, etc. in order to achieve high CSAT/NPS scores
• Problem solving using first principles and project management skills
• High emotional intelligence including empathy