Customer Support Specialist (Tier 1)

Digitail is an all-in-one, cloud-based practice management software that allows you to run your entire veterinary practice with one single tool. They are replacing the need for multiple, disconnected tools. Digitail simplifies the entire patient journey, making it faster, easier, and more modern. By cutting down on time-consuming tasks like phone calls, paperwork, and follow-ups, they help you run a thriving practice with ease!

Equipped with an AI-powered virtual assistant, Digitail automates routine administrative tasks, cuts down staff’s workload, and lets them focus on what they do best — providing exceptional care. Their philosophy? A single source of truth, one seamless system.

Digitail helps teams work smarter, see up to 2× more patients per day, and finally get home on time. With a fleet of 15+ AI Agents, 30+ integrations, and a connected Pet Parent App, Digitail saves clinics 50+ hours a month in administrative work.

Highlights

• Founded in 2018 by Sebastian Gabor & Ruxandra Pui.
• Trusted by 1000+ practices, 3M pet parents, 4000+ veterinarians, 10+ universities & shelters in 40 countries.
• Their AI-powered veterinary assistant automates SOAP notes, patient summaries, treatment planning, patient intake, etc.
• Funding: $37M (USD) from top VCs like Five Elms Capital, Atomico, Partech, Byfounders, Gradient, The Nordic Web Ventures, and others.
• Raised their Series B: $23M (USD) - Nov 2025.
• Featured In: TechCrunch, PR Newsire, TechRound & others.
• Core Values: Customer Super Passion, Caring About Each Other, Ownership, Higher Purpose, Growth Mindset.
• In the past 12 months, Digitail has more than doubled its customer base.

About the Role

We are hiring Tier 1 Customer Support Specialists to join a fast-growing, high-performance support team.This is a queue-first, high-accountability role where your primary responsibility is to stay actively engaged in the support queue, taking ownership of customer tickets from first response through resolution.

You will be the first point of contact for veterinary clinics using Digitail, delivering timely, accurate, and professional support. This is a fast-paced environment where consistency, urgency, and ownership matter as much as technical ability. Success in this role requires focus, resilience, and the ability to manage a continuous flow of customer issues while maintaining high quality standards.

Ticket Ownership & Queue Management

• Own support tickets end-to-end from first response through resolution
• Work alongside an AI-powered first-line support agent and internal tooling that helps triage and accelerate customer resolutions
• Maintain consistent activity in the queue throughout your scheduled hours
• Ensure timely first responses in line with SLA expectations
• Follow up on tickets until fully resolved or properly escalated
• Prevent tickets from becoming idle or delayed beyond SLA targets

Customer Communication

• Communicate with clarity, empathy, and urgency across all interactions
• Accurately diagnose customer issues and guide them to resolution
• Set clear expectations and close conversations professionally
• Ensure customers feel supported and understood throughout the process

Quality & Performance

• Meet established QA standards across all ticket interactions
• Follow structured support frameworks and response guidelines
• Maintain accuracy, consistency, and professionalism in all responses

Product Knowledge & Problem Solving

• Continuously build deep knowledge of the Digitail platform
• Stay current on product updates and new feature releases
• Apply structured thinking to troubleshoot and resolve complex workflows
• Escalate bugs or technical issues when required

Team Collaboration

• Collaborate with Tier 2 (Technical) Support, Account Managers, Onboarding, and Product teams
• Use Slack channels effectively for escalations and issue resolution
• Contribute to team OKRs and shared performance goals
• Support peers and contribute to a high-performance team environment

Success Metrics Include:

• Consistent adherence to SLA targets, including fast first response times
• Strong ticket throughput and steady engagement in the queue
• CSAT of 90%+ maintained consistently
• High QA performance across audited tickets
• Reliable ownership, urgency, and follow-through on all assigned work
• Strong communication and collaboration across internal teams

About You

• 1–3+ years in a customer support, technical support, or SaaS environment
• Strong written communication skills with clear, empathetic tone
• High ownership mindset with strong follow-through on tasks and tickets
• Ability to work in a fast-paced, queue-driven environment
• Strong problem-solving ability and comfort with ambiguity
• Tech-savvy and able to quickly learn new systems and workflows
• High attention to detail and commitment to quality
• Calm, resilient, and solution-oriented under pressure

Nice to Have

• Experience in veterinary, healthcare, or clinic environments
• Exposure to SaaS platforms with multi-module or workflow complexity
• Startup or scale-up support experience

The Extras that Matter

• What they’re building matters - it impacts the lives of real people and pets 🐶.
• Help improve the lives of veterinary teams, pet owners, and animals every single day.
• A highly collaborative team where Customer Success plays a strategic role in product growth.
• Comprehensive health coverage with generous PTO
• Annual learning budget of $1,000 to invest in your professional development.
• Yearly budget for learning and growth opportunities.
• Competitive compensation ranging from $55,000-$65,000 & equity - designed to provide you with financial security.