Client Support Associate

Hospital Success · Remote US · Full-time · Reports to Director of Hospital Success

Nest builds care plan infrastructure for veterinary hospitals. Corporate veterinary groups use Nest to run preventive care memberships under their own brand, and we handle what sits underneath: enrollment, recurring billing, analytics, marketing, and seller-of-record compliance.

Care plans change how pets receive care. Pet owners pay a predictable monthly amount, visit more often, and catch problems earlier. Hospitals build steadier revenue and longer client relationships. Our mission is to make that kind of preventive care available to every pet.

Hospital Success launches and supports every hospital on Nest. The support team answers questions from hospital staff and pet owners about care plans, enrollment, and billing.

You will resolve support requests about enrollment, payments, plan changes, and cancellations. Many come from front desk teams in the middle of a busy day, and a clear, fast answer is often what keeps a client enrolled. You will also help us see patterns by tagging tickets accurately and flagging recurring problems to the people who can fix them. After a year, you will handle the full range of support questions independently and help train new teammates.

• Respond to support requests by [email, chat, and phone] within our response targets.

• Resolve common issues involving enrollment, failed payments, plan changes, and cancellations.

• Escalate technical issues to production support with the detail needed to reproduce them.

• Tag and categorize tickets consistently so the team can report on trends.

• Contribute to help articles and internal guides.
  

We are looking for someone who meets the minimum requirements for this role. If you meet them, we encourage you to apply. Preferred qualifications are a bonus, not a requirement.

• You have 1 or more years in customer support or client services

• You write clearly and patiently, including when the person on the other end is frustrated.

• You learn new software quickly and are comfortable working in a ticketing system.

• You are available during 8am - 10 pm EST Monday - Saturday.

• Familiar with veterinary care or healthcare practice.

• Experience handling sensitive customer information, including billing and payment-related inquiries.

• Experience with Zendesk or a similar support tool.

Nest is a small, fully remote team. Each person owns outcomes the company depends on, and the scope of most roles grows as the company does. We write decisions down, give direct feedback, and expect problems to be raised early. The work is demanding because hospitals and pet owners rely on it every day, and it suits people who want more ownership than a larger company would offer.

Our process typically includes a conversation with the hiring manager, a working session based on the actual job, and conversations with the people you would work with most. We will tell you what each stage covers before it starts, and we close the loop with everyone we interview.

Nest is an equal opportunity employer. We make hiring decisions based on the work and the person, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. If you need accommodation during the hiring process, email [email protected]