Veterinary Client Service Manager

Job Description Edit Join Our Team as a Client Services Manager Are you passionate about delivering an exceptional client experience and leading a team that makes pet owners feel truly cared for? Tandem Vet Care is seeking a Client Services Manager to join our team in Somerville, MA. As a Client Services Manager at Tandem, you will lead our front-of-house operations - managing the team responsible for scheduling, client communication, and ensuring every pet parent has a seamless experience from first call to follow-up. Join us in our mission to deliver exceptional veterinary care while creating a sustainable and rewarding work environment for our team. Daily Responsibilities: Lead, train, and manage a team of Client Services Representatives across our clinic, mobile, and telehealth channels Oversee daily scheduling operations to maximize appointment utilization and minimize gaps Handle escalated client concerns with empathy, professionalism, and swift resolution Monitor and improve client communication workflows (phone, text, email, chat) Ensure accurate client intake, medical record updates, and follow-up coordination Track and report on key client experience metrics (NPS, response time, booking conversion, retention) Collaborate with veterinary and operations leadership to optimize the client journey Develop and maintain SOPs for client-facing processes including booking, reminders, cancellations, and payment Support onboarding and ongoing training for new CSR team members Manage scheduling software (e.g., ezyVet, Weave) and ensure the team is using systems effectively Required Skills: 2+ years of experience in a client services, office management, or customer experience leadership role Experience managing or supervising a team of 3+ people Excellent communication skills - both written and verbal - with a warm, professional tone Strong organizational skills and ability to manage multiple priorities in a fast-paced environment Comfort with technology and scheduling/CRM software Problem-solving mindset with the ability to de-escalate difficult client situations Passion for animals and understanding of the pet owner experience Nice to Have Skills: Experience in veterinary, healthcare, or hospitality client services Familiarity with veterinary practice management software (ezyVet, Shepherd, Weave, or similar) Experience building or improving client communication workflows Knowledge of veterinary terminology and common appointment types Experience with KPI tracking and reporting (NPS, client retention, scheduling efficiency) Salary and Benefits: Minimum Salary: $22/hr Maximum Salary: $27/hr Health Insurance, Life Insurance, Dental Insurance, Vision Insurance • 401(k), Health Savings Accounts (HSAs), Dependent Care Flexible Spending Account • Flexible Schedules, Tuition Reimbursement, Vacation Leave, Sick Leave • Holiday Pay, Paid Time Off, Paid Parental Leave • Free and discounted veterinary care for your own pets Company Information: Tandem is a modern, mission-driven, and privately owned veterinary care company based in Greater Boston, built to deliver exceptional medicine while creating a sustainable, rewarding work environment for veterinary professionals. We provide comprehensive care through an integrated model that includes brick-and-mortar clinics, mobile neighborhood pop-ups, and telehealth services. Our practices focus on wellness, urgent care, dentistry, surgery, and specialty programs, allowing us to meet pets and families where they are — both geographically and clinically. At Tandem, we believe great care starts with supporting the people who deliver it. We are intentionally designing a workplace that prioritizes clinical autonomy, thoughtful scheduling, collaborative teamwork, and operational excellence. Our teams are supported by strong systems, dedicated operations leadership, and a culture that values trust, creativity, and continuous improvement. We are a growing organization with a startup mindset — nimble, data-driven, and deeply committed to innovation in veterinary care delivery. As we expand, we are looking for team members who are excited to help shape the future of the profession while delivering a best-in-class client experience. DEI Statement: Tandem is committed to creating a diverse, equitable, and inclusive workplace where all team members feel valued and respected. We believe that diversity of backgrounds, experiences, and perspectives strengthens our team and enhances our ability to provide exceptional care to our clients and their pets. EEO Statement: Tandem is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. Employment Type: Full Time Salary: $22 - $27 Hourly Bonus/Commission: Yes