CX Specialist

About GlobalVetLink

GlobalVetLink is a leading provider of veterinary compliance and health certificate solutions, serving veterinary practices, animal health professionals, and regulatory agencies across North America. We're committed to delivering exceptional customer experiences while driving innovation in animal health technology.

Position Overview

The CX Specialist serves as the frontline ambassador for GlobalVetLink, providing responsive and knowledgeable assistance to veterinary clinics through timely resolution of inquiries, support, and general service questions. This role is critical to ensuring that every customer interaction reflects GVL's commitment to excellence, delivering consistent, professional support that enables veterinary practices to operate efficiently and serve their communities effectively.

By maintaining the highest standards of customer service and building positive relationships with clinic teams, the CX Specialist directly supports GVL's mission to be a trusted partner in veterinary practice success. This position creates value by ensuring customer satisfaction, facilitating smooth service delivery, and contributing to the overall customer experience that drives long-term partnership retention.

Core Responsibilities

Customer Interaction & Support Delivery

• Respond to customer inquiries via tickets, chat, and phone with professionalism and urgency, maintaining 90%+ response time compliance
• Use active listening techniques to understand customer concerns, taking detailed notes and confirming problem identification before responding
• Balance speed with accuracy to deliver thorough, effective problem resolution
  

Technical Problem Resolution

• Troubleshoot GVL platform and certificate issues and guide customers through technical processes
• Escalate complex issues appropriately while documenting solutions and contributing to knowledge base
• Continuously build product expertise and deep understanding of veterinary industry workflows
• Utilize Zendesk AI tools for 50% of customer interactions to improve response accuracy, efficiency, and resolution speed

Process Adherence & Documentation

• Consistently adhere to established support procedures with accurate case tracking and proper categorization
• Follow escalation protocols and maintain organized records that enable seamless handoffs
• Contribute to continuous improvement of support processes and procedures

Customer Relationship Building

• Maintain friendly, empathetic communication that makes customers feel heard and valued
• Build authentic rapport and trust through consistent, reliable service delivery
• Represent GVL brand values with professional warmth in every customer touchpoint

Qualifications

Experience

• 1-2 years of customer service or technical support experience preferred
• Experience in SaaS, technology, or animal health industries is a plus

Essential Skills & Competencies

• Exceptional communication skills with ability to explain technical concepts clearly
• Natural empathy and patience when working with frustrated or confused customers
• Strong active listening skills with attention to detail
• Comfort learning and navigating software applications quickly
• Strong organizational skills with commitment to documentation and procedure adherence
• Self-motivated with ability to work independently and collaboratively
• Problem-solving mindset with flexibility to adapt to changing priorities

Technical Requirements

• Proficiency with support ticketing systems (Zendesk experience preferred)
• Strong computer skills including Microsoft Office/Google Workspace
• Comfortable with AI tools and technology-assisted workflows
• Reliable high-speed internet connection

What We Offer

• $18 - $21 / hourly
• Comprehensive benefits package including health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Professional development support
• Collaborative team environment with mentorship opportunities
• Work-life balance with consistent schedule options
• Opportunity to make meaningful impact in animal health industry

We'd love to hear from you!

Here's the thing: job descriptions are our best attempt at capturing what we're looking for, but we know they're never perfect. You might have amazing skills, experiences, or perspectives we didn't even think to list.

Studies show that women and people from underrepresented groups often only apply when they meet 100% of the qualifications, while others apply when they meet around 60%. If you're reading this and thinking "I could do this job, but I'm not sure I check every box", we want to hear from you anyway! Your unique background and perspective might be exactly what our team needs.

We're building a team that reflects the diverse communities we serve. We're an equal opportunity employer and welcome applicants of all backgrounds, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you're excited about this role and think you'd be great at it, we encourage you to apply.