About the role
VetStrategy is the leading veterinary network in Canada, with veterinary practices, 24-hour emergency care, and specialty hospitals coast-to-coast. We have developed and refined a model for supporting our practices across the country. Being part of VetStrategy is about being part of something bigger—an ever-growing community where we connect person-to-person and skill-to-need, united by a common purpose of healthy animals, happy owners.
The Clinic Support Specialist plays a key role in enabling veterinary clinic teams to deliver efficient, high-quality care by providing front-line support, hands-on training, and operational guidance; particularly focused on Practice Management Software (PMS). This role supports clinics by resolving system and process-related inquiries, assisting with onboarding and adoption of tools and workflows, and driving operational consistency through targeted enablement.
Key Responsibilities Support Desk & Ticket Management
- Serve as the first line of support for clinic inquiries through a centralized ticketing system.
- Respond to a broad range of questions related to operational workflows, SOPs, and especially Practice Management Software (PMS) functionality (e.g., scheduling, invoicing, medical records, reporting).
- Triage, resolve, and escalate support tickets based on complexity and urgency.
- Track recurring issues and share feedback with relevant teams to improve training and documentation.
Practice Management Software (PMS) Support & Training
- Provide day-to-day PMS support, troubleshooting, and guidance to clinic teams.
- Deliver structured, engaging training for new users and clinics, as well as for new software features or updates.
- Maintain and create user-facing resources such as job aids, how-to guides, and video walkthroughs.
- Reinforce PMS best practices to ensure data accuracy, workflow efficiency, and consistent user adoption.
Clinic Enablement & Onboarding
- Support onboarding of new clinics and team members, ensuring smooth transitions and confident use of systems and processes.
- Facilitate training sessions aligned to operational workflows, software tools, and SOPs.
- Partner with cross-functional teams (Integrations, IT, Operations) to deliver cohesive onboarding and support experiences.
- Provide ongoing support and coaching post-implementation to reinforce learning and compliance.
Continuous Improvement & Resource Development
- Contribute to the creation and evolution of training content and support materials.
- Identify trends in support requests and recommend proactive training or systems improvements.
- Stay informed of system enhancements, policy changes, and new initiatives to ensure clinics receive up-to-date guidance
Leadership Behaviours
- We Care: Motivating, resilient.
- We Dare: Results-driven, lead for the future.
- We Share: Humble, act with integrity.
About VetStrategy
Being part of VetStrategy is about being part of something bigger – an ever-growing community, where we connect person-to-person and skill-to-need, united by a common purpose of healthy animals, happy owners. From our humble beginning in 2006 to the present day, we continue to make a difference in the lives of people who have dedicated themselves to this industry.
When VetStrategy co-founders Orin Litman and his wife, Dr. Michelle Cutler, decided to acquire McLean Animal Hospital in 2006, they focused on three promises – our Customer Promise of world-class veterinary care, delivered locally; our People Promise, to be a great place to work; and our Sustainability Promise to be a force for good for patients, people and our plant.
Keeping our three promises led VetStrategy to become the leading veterinary network in Canada, with veterinary practices, 24-hour emergency care, and specialty hospitals coast-to-coast. We have developed and refined a model for supporting our practices across the country.
What we do:
We care for those dedicated to caring for animals by creating a workplace where we focus on innovation, engagement, and teamwork.
We know the blood, sweat and tears that have gone into building each practice, and we don’t want to touch that – we truly embrace the uniqueness of each clinic. Our heritage first approach means we won’t change a clinic’s name, culture or heritage.
We understand the challenges our veterinary teams face and are committed to doing what’s right – for them, their clients, and their patients.
We care about the future of veterinary medicine. Everything we do comes back to ensuring that veterinarians have the time, support, and infrastructure to focus on responsible medicine and quality care.
We believe in empowering our support office and clinic staff and providing them opportunities to develop their skills and grow in their careers.
About the role
VetStrategy is the leading veterinary network in Canada, with veterinary practices, 24-hour emergency care, and specialty hospitals coast-to-coast. We have developed and refined a model for supporting our practices across the country. Being part of VetStrategy is about being part of something bigger—an ever-growing community where we connect person-to-person and skill-to-need, united by a common purpose of healthy animals, happy owners.
The Clinic Support Specialist plays a key role in enabling veterinary clinic teams to deliver efficient, high-quality care by providing front-line support, hands-on training, and operational guidance; particularly focused on Practice Management Software (PMS). This role supports clinics by resolving system and process-related inquiries, assisting with onboarding and adoption of tools and workflows, and driving operational consistency through targeted enablement.
Key Responsibilities Support Desk & Ticket Management
- Serve as the first line of support for clinic inquiries through a centralized ticketing system.
- Respond to a broad range of questions related to operational workflows, SOPs, and especially Practice Management Software (PMS) functionality (e.g., scheduling, invoicing, medical records, reporting).
- Triage, resolve, and escalate support tickets based on complexity and urgency.
- Track recurring issues and share feedback with relevant teams to improve training and documentation.
Practice Management Software (PMS) Support & Training
- Provide day-to-day PMS support, troubleshooting, and guidance to clinic teams.
- Deliver structured, engaging training for new users and clinics, as well as for new software features or updates.
- Maintain and create user-facing resources such as job aids, how-to guides, and video walkthroughs.
- Reinforce PMS best practices to ensure data accuracy, workflow efficiency, and consistent user adoption.
Clinic Enablement & Onboarding
- Support onboarding of new clinics and team members, ensuring smooth transitions and confident use of systems and processes.
- Facilitate training sessions aligned to operational workflows, software tools, and SOPs.
- Partner with cross-functional teams (Integrations, IT, Operations) to deliver cohesive onboarding and support experiences.
- Provide ongoing support and coaching post-implementation to reinforce learning and compliance.
Continuous Improvement & Resource Development
- Contribute to the creation and evolution of training content and support materials.
- Identify trends in support requests and recommend proactive training or systems improvements.
- Stay informed of system enhancements, policy changes, and new initiatives to ensure clinics receive up-to-date guidance
Leadership Behaviours
- We Care: Motivating, resilient.
- We Dare: Results-driven, lead for the future.
- We Share: Humble, act with integrity.
About VetStrategy
Being part of VetStrategy is about being part of something bigger – an ever-growing community, where we connect person-to-person and skill-to-need, united by a common purpose of healthy animals, happy owners. From our humble beginning in 2006 to the present day, we continue to make a difference in the lives of people who have dedicated themselves to this industry.
When VetStrategy co-founders Orin Litman and his wife, Dr. Michelle Cutler, decided to acquire McLean Animal Hospital in 2006, they focused on three promises – our Customer Promise of world-class veterinary care, delivered locally; our People Promise, to be a great place to work; and our Sustainability Promise to be a force for good for patients, people and our plant.
Keeping our three promises led VetStrategy to become the leading veterinary network in Canada, with veterinary practices, 24-hour emergency care, and specialty hospitals coast-to-coast. We have developed and refined a model for supporting our practices across the country.
What we do:
We care for those dedicated to caring for animals by creating a workplace where we focus on innovation, engagement, and teamwork.
We know the blood, sweat and tears that have gone into building each practice, and we don’t want to touch that – we truly embrace the uniqueness of each clinic. Our heritage first approach means we won’t change a clinic’s name, culture or heritage.
We understand the challenges our veterinary teams face and are committed to doing what’s right – for them, their clients, and their patients.
We care about the future of veterinary medicine. Everything we do comes back to ensuring that veterinarians have the time, support, and infrastructure to focus on responsible medicine and quality care.
We believe in empowering our support office and clinic staff and providing them opportunities to develop their skills and grow in their careers.