Job Description

Digitail is a fast-growing startup that leverages technology to modernise the veterinary industry. Our cloud-based platform connects pet owners with veterinary practices, streamlining communication and improving the overall healthcare experience for pets.

Our Customer Support team is the heart of Digitail. They are not only responsible for unblocking customers when challenges arise (though that is one of our goals!), but also for building trust through empathy, professionalism, and genuine care.

We value our customers and aim to delight them through every interaction. If you enjoy speaking with customers, are deeply curious about their challenges, and want to make their lives easier, this opportunity may be for you!

This position is based in Romania, with the option to work from our hubs in Bucharest or Iași If you are located outside these cities, you can work fully remote The role supports customers in the USA and Canada, primarily during Eastern Standard Time (EST) hours, and may occasionally involve supporting international clients.

What to expect

• You will work directly with our valued customers daily through chat, email, and occasional phone calls.

• You will respond to inbound questions, troubleshoot product and workflow issues, provide feedback to internal teams, and help develop knowledge articles for both customers and colleagues.

• Digitail is scaling quickly; you must thrive in a dynamic, problem-solving environment and enjoy figuring things out.

• You will have opportunities to grow by contributing ideas that improve our support processes, workflows, and automation.

Responsibilities

• Provide fast, accurate support to customers across multiple channels on a wide range of topics and product features.

• Troubleshoot and investigate questions related to day-to-day veterinary clinic operations.

• Develop a deep understanding of our products and services to effectively resolve customer challenges and enrich our Help Center with clear, useful content.

• Contribute to customer retention and satisfaction by building strong, trust-based relationships across the veterinary industry.

• Log customer interactions accurately, share insights with internal teams, and develop reference materials that help improve team efficiency.

• Escalate customer issues by creating detailed bug reports and feature requests in our internal ticketing system.

• Collaborate closely with cross-functional teams - including onboarding, customer success, sales and product - to ensure a seamless customer experience.

• Recommend workflow, process, or automation improvements to better serve our rapidly growing customer base.

Requirements

• Prior experience with CRM or customer support tools (e.g., Intercom, Zendesk, HubSpot) to ensure swift, effective resolutions.

• Experience working in a fast-paced, high-volume, remote environment while balancing multiple tasks.

• Passion for animals and a genuine desire to support both pet owners and veterinary teams.

• Curiosity, resourcefulness, and a strong solution-oriented mindset. You remain positive through setbacks, use feedback constructively, and seek continuous improvement.

• Strong technical aptitude - you’re eager to understand how things work and find efficient solutions for customer problems as well as internal workflows.

• Excellent communication skills with empathy and patience. You can quickly build trust through thoughtful discovery, problem-solving, and intentional support.

Bonus points

• Experience in the veterinary industry

• Experience in a SaaS or customer support environment

• Experience supporting customer onboarding

Benefits

• PTO + Bank holidays: local standard

• Health benefits: ASIROM Insurance

• Continuous learning and personal growth: We offer a $1,000 (USD) yearly budget for learning and growth opportunities

To Apply

1. Please upload your resume and email a 2-minute “why” video (e.g., Why Digitail? Why this role? Why you?) to [email protected]

2. You can read through our Candidate Pack to learn more about Digitail and the interview process.

We look forward to hearing from you!