Client Support Associate (Remote)

About the Role

As a Client Support Associate, you'll be on the front lines of the Nest partner experience. You'll be the person veterinary practices turn to when they need help, ensuring they always walk away feeling supported, confident, and heard. This isn't a dead-end support role; at Nest, associates are expected to think, contribute, and grow. You'll collaborate closely with the Support Manager, Hospital Success team, and Product, with your ideas and observations shaping the client experience.

What You'll Own

Client Support: Be the voice of Nest for our partner practices. Responsibilities include:

• Responding to inbound requests via email, phone, and chat with empathy, urgency, and clarity.
• Troubleshooting issues related to billing, plan setup, client communications, and platform usage.
• Maintaining accurate records in our support system.

Enablement & Education: Help build scalable resources by creating and updating:

• Self-serve content such as help center articles, training videos, and internal documentation.

Feedback & Collaboration: Leverage your front-line insights to:

• Escalate bugs and pain points to Product and Hospital Success.
• Identify recurring practice needs.
• Participate in cross-functional syncs to advocate for the customer.

What We're Looking For

• A candidate with 2-5 years of experience in a SaaS customer support role.
• Excellent verbal and written communication — clear, friendly, and confident.
• Highly organized and responsive, comfortable managing multiple cases simultaneously.
• Familiarity with support tools like Zendesk.
• A genuine enthusiasm for helping people succeed and growing within a fast-paced, challenging environment.
• Startup experience or curiosity — you're looking to work in a high-growth startup.
• Veterinary experience is a plus but not required.
• Availability for support hours between 8am - 8pm EST.

Why Nest

• Competitive salary and generous time off.
• 5X growth trajectory — you'll grow with the company, not just alongside it.
• Career development from day one — we invest in people who invest in the work.
• Real visibility — associates at Nest are heard, not siloed.
• A mission that matters: more pets getting the care they need because of your daily contributions.
• Teammates who show up — kind, motivated, and genuinely collaborative.