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 fastgrowing 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.  

Scope & Team  

 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  

Key Responsibilities  

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  

Service Quality & Client Experience  

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  

Operational Ownership & Metrics  

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  

Telecommunications & Systems Management

Manage and optimize our telecommunications platform (RingCentral 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  

Training & Onboarding  

Oversee onboarding and training of new VCSRs  

Ensure consistent knowledge, workflows, and messaging across the team  

Continuously refine training materials and quality standards  

Required Qualifications  

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 RingCentral 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  

Preferred (Not Required)  

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.  

Working Environment & Expectations

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  

Why This Role Matters  

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.