Job Description

About CoVet

CoVet is an AI copilot application built to assist veterinary professionals by saving them time and allowing them to focus more on animal care—or even get home on time. We are a small, passionate, and agile team with a strong mission to improve the veterinary industry through innovative technology.

The Position

AI Support, Template Personalization & Regional Optimization — Australia/New Zealand

• Develop, customize, and optimize templates and AI personalizations within the CoVet app to meet the needs of veterinary users across Australia and New Zealand, including independent practices, multi-site hospitals, and enterprise veterinary groups.
• Lead template configuration and workflow personalization for enterprise customers, ensuring CoVet is implemented in a way that aligns with each group’s clinical standards, documentation requirements, operational workflows, terminology, and regional language preferences.
• Provide expert support to users by troubleshooting and resolving issues related to templates, prompting, AI outputs, and documentation workflows, with a strong focus on improving user confidence and adoption.
• Partner closely with enterprise implementation, support, product, medical, and engineering teams to ensure successful onboarding, rollout, and long-term adoption across customer groups.
• Identify and escalate AI system issues, regional workflow gaps, and product improvement opportunities, with a specific focus on ensuring CoVet’s feature set, terminology, and clinical language are optimized for the Australian and New Zealand veterinary markets.
• Support the rollout of CoVet across enterprise veterinary groups by helping develop scalable implementation processes, best practices, training resources, and adoption playbooks.
• Work directly with customer stakeholders, practice managers, clinical leads, and veterinary teams to understand workflow challenges, gather feedback, and ensure CoVet is embedded effectively into daily practice operations.
• Create engaging and practical content such as Help Center articles, implementation guides, training materials, blog posts, and user education resources to promote effective use of CoVet.
• Represent CoVet in webinars, podcasts, conferences, and other speaking engagements across Australia and New Zealand, sharing expertise and promoting CoVet’s mission in veterinary technology.
• Participate in academic research projects and industry initiatives that advance the use of AI and technology in veterinary medicine.
• Attend team meetings with Medical, Support, Product, and Implementation teams whenever possible, and communicate openly and frequently with these teams to ensure alignment on user needs, escalations, and product improvements.
• Contribute to the overall design, localization, and future enhancement of the CoVet application based on feedback from Australian and New Zealand customers.

Customer Support & Implementation Support — Australia/New Zealand

• Assess, categorize, and prioritize incoming support requests from Australian and New Zealand users through the in-app ticket system, email, chatbot, and phone.
• Provide responsive, regionally informed support to veterinary teams, ensuring issues are diagnosed clearly, resolved efficiently, and communicated back to users in a professional and timely manner.
• Assemble relevant information such as transcripts, final medical records, template details, user workflows, and account context to diagnose issues accurately.
• Use veterinary medical knowledge, workflow understanding, and technical expertise to identify the root cause of content errors, AI output concerns, template issues, or adoption blockers.
• Implement template, personalization, and workflow changes efficiently while maintaining reliability, clinical accuracy, and user satisfaction.
• Support enterprise customers through implementation and post-launch adoption by helping practices configure CoVet, understand best practices, and build confidence in day-to-day usage.
• Collaborate with internal teams including Medical, Support, Engineering, Product, Customer Success, and Implementation to resolve complex issues and improve the customer experience.
• Create and update support materials, including Help Center articles, instructional videos, onboarding resources, enterprise training guides, and troubleshooting documentation.
• Maintain the accuracy and relevance of support documentation in line with software updates, regional product changes, and feedback from users in Australia and New Zealand.
• Track common issues, adoption barriers, and recurring workflow questions to help inform product improvements, training priorities, and enterprise implementation strategy.

Enterprise Customer Success, Adoption & Sales Support — Australia/New Zealand

• Support the onboarding, implementation, and long-term adoption of CoVet across enterprise veterinary groups in Australia and New Zealand.
• Build strong relationships with existing customers, including enterprise stakeholders, clinical leaders, operations teams, and practice-level champions, to ensure continued satisfaction, effective adoption, and long-term partnership.
• Collaborate with cross-functional teams to drive customer outcomes, support smooth onboarding, and ensure CoVet is successfully adopted across multi-site veterinary groups.
• Monitor customer feedback, usage patterns, implementation challenges, and adoption risks, helping identify opportunities to improve training, workflows, templates, and overall customer success.
• Conduct tailored product demonstrations and workflow walkthroughs for enterprise customers, clinical teams, and internal stakeholders, with a focus on implementation, adoption, and practical day-to-day value rather than outbound business development.
• Support sales and customer success teams with clinical, workflow, and product expertise during enterprise evaluations, pilots, onboarding, and expansion discussions.
• Stay up to date on veterinary industry trends, enterprise group workflows, regional regulatory considerations, competitor activity, and product developments in Australia and New Zealand.
• Leverage knowledge of the Australian and New Zealand veterinary markets to tailor implementation approaches, communications, support resources, and customer education materials.
• Contribute to CoVet’s growth in Australia and New Zealand by supporting activities that improve customer engagement, product adoption, retention, and successful enterprise rollouts.

Qualifications

• 3–5 years of professional experience as a practicing veterinarian in any veterinary specialty.
• Strong coaching and leadership skills, with a focus on professional development and team expansion.
• Fluent German and English, both written and spoken.
• Experience working with AI systems, prompt creation, or prompt engineering is an advantage; formal or informal experience is welcome.
• Experience in customer support is a plus.

Skills

• Strong problem-solving skills and a high level of self-motivation.
• Independent, reliable working style with a confident manner.
• Excellent organizational skills, attention to detail, and ability to multitask.
• Excellent communication skills and the ability to explain complex topics clearly.

Education

• Completed degree in veterinary medicine, with veterinary licensure or an equivalent qualification required.

Desirable Qualities

• Comfortable in a dynamic start-up environment, with a willingness to grow into a broader sales role including product demonstrations
• Flexible, adaptable, and keen to contribute to a fast-evolving team and product
• Fluency in one or more non-English languages

Why Join Us?

• Flexible, remote-first work culture with emphasis on autonomy and results
• Be part of shaping the future of a growing, mission-driven company with real-world impact in veterinary care
• Inclusive and supportive team culture committed to equity and opportunity

CoVet is proud to be an equal opportunity employer and welcomes applications from candidates of all backgrounds. Adjustments are available throughout the recruitment process to accommodate individual needs.