All open roles · About PetVitale · How the product works

Pet Parent Success Lead

Customer Experience · Full-time · Remote (Canada / North America)

$60K–$80K CAD + Equity

Be the voice of PetVitale for our users. You’ll help pet parents get the most from the platform, handle support inquiries, gather feedback, and advocate for user needs within the product team.

What you'll do

• Respond to customer support inquiries via email (support@petvitale.com)
• Onboard new users and help them set up their pet profiles and health records
• Create help documentation, guides, and FAQ content
• Gather and synthesize user feedback for the product team
• Monitor and improve customer satisfaction metrics (NPS, CSAT)
• Identify common user issues and propose product improvements
• Manage the PetVitale community across social channels

What we're looking for

• 2+ years in customer success, support, or community management
• Excellent written and verbal communication skills
• Empathy and patience — our users are worried pet parents
• Experience with SaaS products and subscription management
• Comfortable with tools like Supabase, Stripe, and Resend
• Self-motivated and organized in a remote work setting

Nice to have

• Pet owner yourself (you understand the audience!)
• Experience in pet industry or veterinary practice
• Technical aptitude — ability to troubleshoot basic platform issues
• Experience with Zendesk, Intercom, or similar support platforms

Benefits

• Meaningful equity in an early-stage company
• Fully remote — work from anywhere in North America
• Flexible hours and async-first culture
• Health spending account ($2,000/year)
• Home office stipend ($1,500)
• Be the founding member of the customer success team
• Direct line to the founding team

Apply by emailing support@petvitale.com with the role title, or read about our editorial policy and security practices first.