Customer Support Specialist

This role is available as a remote position in the United States or as a hybrid position in Canada.

About Digitail

Digitail is the AI operating system for modern veterinary clinics.

Digitail continuously improves how practices run — from client communication and scheduling to medical records, billing, and payments — so teams can focus on care, not admin.

Unlike traditional PIMS that expect clinics to bend their workflows around clunky software, Digitail delivers a proven operating system designed and refined alongside veterinary teams.

Digitail brings ten-plus tools into one intelligent platform, with built-in workflows and AI assistants working behind the scenes — giving growing clinics and established groups a shared system that scales with their operations, not against them.

As an Customer Support Specialist at Digitail, you’ll be the first to help when a customer has a question or is facing a problem.

This is a fast-paced role that requires strong attention to detail. Your success will be measured by your ability to consistently provide amazing support that makes veterinarians and their teams be delighted every time they contact us.

What you’ll do as a Customer Support Specialist at Digitail:

• Handle a high volume of customer inquiries promptly and accurately on a daily basis through chat, email, and phone calls.
• You will be responding to inbound questions, troubleshooting issues, providing feedback to our internal teams.
• You will have plenty of opportunities to grow within the role by using your knowledge and expertise to generate new ideas for how we can better serve our customers through internal process improvements, automation, workflows, etc.
• Maintain customer satisfaction ratings above 90%.
• Document all customer activities and interactions in Hubspot.
• Work collaboratively with team members via Slack to deliver optimal customer solutions.
• Digitail is scaling quickly with many moving parts; you must be resourceful and thrive in a problem-solving environment.
• Developing a deep understanding of our products and services to unblock customer challenges and creating knowledge base materials for customers looking for quick answers in our Help Center.
• Escalating relevant customer issues by generating bug reports and feature request tickets using our internal ticketing system.

How to be successful in this role:

• Prior experience finding quick and successful resolutions to customer inquiries.
• Experience in a fast-paced, high-volume work environment.
• You have the ability to handle setbacks and overcome challenges; you demonstrate perseverance and a positive attitude in the face of adversity.
• You take feedback constructively and use it as an opportunity to improve and grow.
• You are tech-savvy, curious about the why behind things, and always eager to find the most efficient solutions to customer problems and our internal processes and workflows.
• Passion for animals and a genuine desire to provide exceptional service to pet owners and veterinary professionals.
• Past experience work in veterinary clinics is a plus!

What you can expect from Digitail:

• We're a remote-first global team with diverse cultures and a customer-first mindset.
• This opportunity has a high potential for growth in other business areas as we grow.
• You don't need to have a pet, but full disclaimer—we talk about animals A LOT!
• Salary range is 50,000 - 65,000 CAD or USD currency equivalent