Virtual Customer Service Manager

About the Role

We are seeking a Virtual Customer Service Manager to lead, scale, and continuously improve our Virtual Customer Service Representative (VCSR) team supporting a fast-growing veterinary urgent care network. This is a manager-level, player-coach role responsible for owning the performance, quality, and outcomes of a high-volume, remote customer service department. While the successful candidate must be capable of independently performing the duties of a Virtual Customer Service Representative, their primary responsibility is to lead, train, coach, and hold accountable a growing team of VCSRs.

Client experience is critical to our business. Our goal is not just to answer calls — it is to deliver calm, accurate, and compassionate service in time-sensitive and emotionally charged situations, every single time.

• Direct report to the VP of Operations
• Manages 10+ direct reports, with continued rapid growth expected
• Oversees customer communications for:
  • 6 operating clinics across the U.S. and Canada
  • 2 additional Canadian clinics opening in 2026
• Supports 150+ inbound calls per day, with volumes expected to increase
• Responsible for multi-modal communication channels, including:
  • Phone
  • Text messaging
  • Online booking oversight
  • Email communications

• Team Leadership & Performance Management
• Lead, coach, and develop a fully remote team of VCSRs
• Set clear performance expectations and service standards
• Conduct regular 1:1s, call reviews, and coaching sessions
• Identify performance gaps early and implement improvement plans
• Manage performance issues professionally, consistently, and promptly
• Foster accountability, engagement, and consistency across a remote workforce

• Own the end-to-end client communication experience
• Ensure time-sensitive, high-quality responses across all communication channels
• Maintain calm, empathetic, and professional interactions in urgent and emotional situations
• Ensure first-contact resolution whenever possible
• Lead by example by stepping into the queue during surges, coverage gaps, or escalations

• Own key performance indicators, including:
  • Call answer rates (big picture goal = zero missed calls in 2026)
  • Conversion of calls to booked appointments
  • Response times across all communication channels
  • Schedule adherence and coverage
• Monitor trends, identify risks, and proactively adjust workflows
• Partner with Operations leadership on staffing models, scheduling, and growth planning

• Manage and optimize our telecommunications platform (Ring Central or equivalent)
• Configure call flows, queues, routing rules, and coverage models
• Troubleshoot issues impacting service levels
• Ensure systems scale effectively as call volume and clinic count grow

• Oversee onboarding and training of new VCSRs
• Ensure consistent knowledge, workflows, and messaging across the team
• Continuously refine training materials and quality standards

• Proven experience leading and performance managing a fully remote customer service team
• Experience in a high-volume, fast-paced customer service environment
• Demonstrated ability to manage KPIs, coach performance, and drive results
• Hands‑on experience with Ring Central or a comparable telecommunications platform
• Strong written and verbal communication skills
• Comfortable delivering direct feedback and managing difficult performance conversations
• Highly organized, proactive, and data‑driven
• Ability to remain calm, decisive, and empathetic under pressure
• Is a proven leader, and innovator, who is motivated to help keep our fast growing company on track with effective processes and procedures

• Experience in veterinary medicine, healthcare, urgent care, or other emotionally sensitive industries
• Experience supporting multi‑location operations
• Familiarity with appointment booking systems or practice management software
  
  Note:
  
  Leadership capability and remote management experience take precedence over medical or veterinary background.

• Fully remote position
• Reliable internet and a private, professional workspace required
• Availability aligned with clinic operating hours and peak demand periods
• Willingness to step in operationally when volume or escalations require it

This role is central to our growth. As our clinics expand, the Virtual Customer Service team
is often the first and most important touchpoint for our clients. The Virtual Customer
Service Manager ensures that no matter how quickly we grow, our service remains
consistent, compassionate, and reliable.
If you thrive in high-volume environments, enjoy building and leading remote teams, and take pride in delivering exceptional client experiences — we want to hear from you.