Pet Care Specialist

Vetster (vetster.com) is the world’s fastest-growing veterinary telehealth and pet care marketplace. Since our launch in 2020, we have established ourselves as a leader in the rapidly growing pet care industry. Named Pet App of the Year, Vetster makes it easier for pet owners to connect with the veterinary care they need - anytime, anywhere.

We know that by empowering pet owners with easy-to-use, convenient services and an open marketplace, we can move the industry forward, create professional opportunities in the veterinary community, and fundamentally improve animal well-being and access to care. The work we are doing is groundbreaking and is changing lives.

We work in cross-functional teams and believe ownership and accountability, along with trust, respect, and inclusion, are core tenets of success in our new working paradigm. At all levels, successful Vetster team members are those who seek to advance their careers and share our ambition to build a global, high-growth brand. Please note that this role fully remote within Canada.

About the Role

Are you passionate about helping pet parents provide the best care for their pets? Vetster is seeking a Pet Care Specialist to join our team and deliver empathetic guidance, triage, and support to pet parents navigating virtual care. Reporting to the Pet Care Team Lead, you’ll assist pet parents before, during, and after appointments, triaging concerns and providing clear next steps, ensuring a smooth, high-quality experience. You’ll also collaborate with veterinarians to support seamless care and the overall success of our telehealth platform. This is a remote role, supporting customers between 8 am and 10 pm EST (hours are subject to change), 7 days/week. Evening and weekend availability is required.

Your Impact

Deliver empathetic, timely, and knowledgeable support to pet parents via chat, phone, and email. Triage client inquiries by assessing urgency and guiding them to appropriate next steps. Manage appointment-related support, including scheduling, transfers, and rescheduling. Assist with prescription management, including submitting faxes, obtaining approvals, and coordinating with partner pharmacies as needed. Support high-volume enterprise partner integrations, ensuring consistent, high-quality care experiences at scale. Deliver proactive, white-glove support; ensuring prescriptions, follow-up appointments, and ongoing care needs are seamlessly managed. Escalate technical or regulatory concerns to the appropriate internal team. Maintain clear, accurate internal notes to ensure continuity of care and timely follow-up. Contribute to team knowledge bases and documentation. Collaborate with cross-functional teams (Veterinary Success, Pharmacy Operations, Support) to resolve issues and ensure high quality client and vet experiences. Identify process improvement opportunities and share actionable feedback.

What You Bring

Must be a Registered Veterinary Technician (RVT) in good standing in Canada. Minimum 2 years of clinical experience in small animal GP, ER, or telehealth preferred. Excellent verbal and written communication and interpersonal skills. Self-starter with strong attention to detail and flexibility to handle diverse tasks. Highly organized and adaptable, comfortable managing shifting priorities in a fast-paced environment. Technologically savvy; able to quickly learn new software and programs; familiarity with tools including Slack and Intercom is an asset. Self-sufficient; ability to work independently and remotely. Availability to work evening, weekend, and holiday shifts. Most importantly, a passion for the mission of Vetster!

Interview process

Stage 1: Skills Interview. This is a 30-minute Google Meet video call with our Pet Care Team Lead, Elle Proveau and our Head of People and Culture, Keltie Neville to share more about Vetster and the role and learn more about you. Stage 2: Background Check and References. We use a 3rd party to complete a confidential criminal background check with you. We will also reach out to 2-3 of the professional references that you provide us with. Stage 3: Offer.! We'll set up a Google Meet video call with our Head of People and Culture to deliver our offer of employment and answer any questions you may have.

Why join us

Unlimited access to Vetster for your pets. Dog-friendly office environment. Generous vacation and personal day policy. Comprehensive health and dental benefits for you and your family. Competitive salary with market alignment. RRSP matching and Employee Stock Option Plan. Opportunities for career growth and international assignments. A culture of inclusivity, equity, and team engagement. Ready to Make a Difference? Embark on a fulfilling journey with us to shape the future of pet healthcare. If you're driven by innovation, collaboration, and a love for pets, apply now to join our mission-driven team.

Accommodations

Vetster welcomes and encourages applications from everyone! We are committed to accommodating candidates in ways that will make them comfortable and successful throughout the hiring process - both physically and mentally. These accommodations are available at every stage of the application process upon request.

AI Use Statement

For this role, we will use AI screening in our Applicant Tracking System (ATS) to identify keywords and minimum qualifications as well as note-taking in interviews. These tools will assist us in pinpointing qualified candidates and moving the recruitment process along at a progressive pace. If you have any questions about our use of AI, please reach out to us.