Overview
Veterinary Telehealth Operations Specialist Jobs in California at Airvet
Remote, US, CA
Category: Vet Ops
Type: Full-time
Min. Experience: Senior Level
Salary: $55,000 – $75,000
About Airvet:
Founded in 2018, Airvet provides 24/7 access to video visits and chats with thousands of licensed veterinarians and pet care providers, delivered as a highly valued employee benefit to companies like Adobe, Manulife, Freshpet, Dayforce, and Coke Northeast.
Airvet is the #1 rated pet telemedicine app in the App Store, with over 7,300 reviews and a 4.9/5 star rating. To date, Airvet has helped 250,000+ pet families in the United States and Canada.
Read more about Airvet in the news:
Pet telehealth company Airvet closes on $18.2M to embark on enterprise focus
Profile: Brandon Werber, Founder & CEO at Airvet
ABOUT THE ROLE:
This position bridges the gap between customer support and overall operational efficiency. The individual in this role will be responsible for directly engaging with customers, addressing inquiries, resolving issues promptly, and enhancing customer satisfaction to foster long-term retention. Beyond front-line interactions, this role will also involve executing critical back-end processes, ensuring seamless coordination between cross-functional teams, and identifying opportunities to streamline workflows for improved efficiency. By acting as a key liaison between customer service and internal operations, this role will help drive both customer success and business productivity, ultimately contributing to the organization’s overall growth and excellence in service delivery.
WHAT YOU’LL BE DOING
Take occasional Care Team shifts, including days, nights, weekends, and holidays, with a compensatory day off for holiday work.
Participate in an emergency on-call rotation for service coverage.
Monitor the web portal, handle On-Demand calls, and respond to inquiries while ensuring high-quality customer service.
Complete follow-ups, including case tracking, administrative duties, and outreach to pet parents.
Share shift details with the next Care Team member.
Assist with scheduling, workflow optimization, and prescription services, resolving appointment conflicts, and coordinating with veterinary professionals.
Manage veterinary availability, scheduling, visit requests, and case documentation.
Ensure compliance with Airvet Best Practices, SLAs, and visit guidelines while supporting quality control.
Collaborate with internal teams to improve service efficiency and address operational issues.
Gather pet parent insights to identify trends and enhance the customer experience.
Analyze interactions and data to improve efficiency and service quality.
Support cross-functional projects and company initiatives.
Attend virtual meetings, complete training, and drive key performance metrics.
Provide backup support for CX/Ops team members as needed.
Perform other duties as assigned.
WHAT WOULD MAKE YOU A STRONG FIT FOR THE ROLE?
Minimum of 2 years of experience in a supervisory role within clinical operations.
Veterinary Technician certification and licensure (CVT, RVT, LVT, or LVMT).
Must be licensed and reside in the USA.
Reliable internet access is required.
Capable of accurately evaluating emergencies and guiding pet parents accordingly.
Detail-oriented and able to follow training and instructions precisely.
Highly proficient with desktop and mobile applications.
Strong knowledge of Google Suite applications.
Self-motivated with the ability to work independently and make informed decisions.
Thrives in a fast-paced, dynamic startup environment.
Creative problem-solver who continuously seeks improvements.
Passionate about delivering excellent customer experiences and supporting pet parents through challenges.
Able to meet project deadlines efficiently
Nice to have:
Ability to provide constructive feedback to team members as needed
Ability to monitor changes in SOPs and train other team members on them
iPhone or Android phone
COMPENSATION/PERKS:
Competitive salary
Stock options
Medical, Dental, and Vision coverage, including Dependents
Flexible Spending and Health Savings Accounts
Telemedicine and Employee Assistance Program (EAP)
Life and AD&D policies
Unlimited Discretionary Time off, paid holidays, and flexible time off approach
Los Angeles-based and Remote Work team
401K Retirement Plan through Human Interest (Employee contribution – Not matched currently)
Pet-friendly, of course! Access to Airvet as a benefit
$75.00 Monthly stipend for work-from-home
Closing Statement:
Airvet is dedicated to working with the highest skilled people from the most inclusive talent pool feasible. We maintain that diversity in all aspects leads to positive change, solutions, and innovation for our customers’ and employees’ career fulfillment. All qualified individuals are encouraged to apply.
We will consider qualified applicants with arrest and conviction records in accordance with applicable law, including the San Francisco Fair Chance Ordinance.
Title: Veterinary Telehealth Operations Specialist
Company: Airvet
Location: California
