Customer Success Manager – Veterinary Practices

This is a fully remote position, open to applicants in Germany.

📋 Description

• Managing customer inquiries in close collaboration with the practice teams

• Assisting pet owners primarily through phone communication, as well as via email and chat

• Creating a compassionate customer experience and communicating in a friendly manner

• Addressing incoming concerns and proactively reaching out to pet owners

• Guiding customers through the appointment booking process

• Educating pet owners about suitable care options and helping them choose appropriate treatments

• Contributing to optimal clinic utilization by actively retaining customers

• Identifying recurring inquiries, potential enhancements, and sources of dissatisfaction

• Providing insights and suggestions for projects aimed at further developing the Customer Contact Center

⛳️ Requirements

• Experience in customer communication, preferably in a telephone-based support role

• Proficient use of relevant software tools and processes, particularly telephony systems and CRM

• Prior training in veterinary medicine, such as Veterinary Medical Assistant (TFA)

• Interest in medical subjects and in understanding customer needs

• Ability to work independently with minimal supervision

• Capability to actively engage and encourage customers to book appointments

• Organized working style with the ability to prioritize tasks

• Strong multitasking abilities

• Excellent verbal and written communication skills in German (C2) and English (C1)

• Flexibility to work shifts from Monday to Saturday, including morning and afternoon shifts

• Alignment with the mission, a passion for animals, empathy, and a warm, positive demeanor

🏝️ Benefits

• Competitive salary above the standard tariff

• Additional personal budget for fitness, training, or mental health

• Regular coaching, mentoring, and direct feedback

• 30 vacation days per year

• Shift schedules planned in advance with no night or emergency duties

• Flexible working arrangements and remote work options

• Open "du" culture (informal, first-name basis)

• Short decision-making processes

• A young, diverse, and highly motivated team