Partner Support Specialist

Job Description

Job Description

ABOUT VEG

In 2014, VEG was born with a mission to help people and their pets when they need it most by challenging norms and fixing the ER experience. Since then, we've expanded rapidly, with hospitals nationwide open 24/7/365, and created an ER experience that focuses on what our pets and pet parents really need. We've done the same for our people (VEGgies), finding a way to say YES so they are empowered to achieve great things, grow in unexpected ways, and find a place where they truly belong.

We're rethinking emergency care from every angle—from how we run our hospitals to how we support the people working inside them. That's where our headquarters team comes in. Whether building technology to make our hospitals more efficient, recruiting and growing incredible VEGgies, or bringing our brand to life through marketing, our VQ (VEG Headquarters) team makes it all possible—ensuring our hospitals and people have everything they need to help pets and their families.

VEG is a 2025 and 2026 certified Great Place to Work®.

THE JOB

VEG works directly with veterinarians all over the country and Canada in our signature partnership program. As part of this program, general practice veterinarians are able to provide after hours support to their customers for all pet emergencies.  VEG provides discounts to customers referred directly to us, as well as services and benefits to the referring veterinarians.  

This role will be directly responsible for onboarding interested veterinarians and ensuring that partners feel that their participation in the program is valuable to them and their practice. You will own the end to end process of onboarding these new vets into the program and ensuring their first impressions of working with VEG reflect the VEG way.  A key part of this is ensuring that new partners complete the setup of call forwarding from their practice to their local VEG during off-hours, and helping to make this process smooth and non-intimidating.  You will also continue to support partners on an ongoing basis, ensuring that their needs are met and facilitating the relationship between the veterinarian and the staff at their local VEG hospital.

WHAT YOU'LL DO

• Partner Onboarding: Manage the end to end onboarding process for veterinarians entering the partnership program.  Help walk our new partners through the process, and help to facilitate all the logistics of the onboarding process, including call forwarding activation with the veterinarian's phone provider.
• Support and Issue Resolution: Serve as the single point of contact for participating veterinarians to support onboarding and help resolve setup issues.  Typical issues include phone tree updates, greeting changes, phone provider changes, status updates, etc. 
• Partnership Status Tracking : Monitor program participation, alerting local VEG leaders when a partner appears to have stopped actively participating in the program.  Maintain VEG data to accurately reflect the program participation status of every veterinary practice.
• Team Coordination: Collaborate with IT Support, Marketing, and Field Leadership teams to ensure the onboarding process and partnership experience is as seamless as possible.
• New Leader Training Support : Collaborate with Market Growth Partners and New Hospital Openings teams to ensure new hospital leaders are armed with best practices on growing and supporting their local partner vets.
• Process Improvement : Continuously refine and enhance the onboarding processes based on feedback from participating veterinarians and internal VEG teams.
• Reporting and Analytics: Provide monthly reporting to local VEG leaders as well as the Marketing and Solutions and Insights teams, highlighting the level of program participation and call forwarding usage in each region. Maintain ongoing data upkeep and perform regular QA checks to ensure partner and program data remains accurate and reliable.
• Technical Troubleshooting: Serve as the go-to resource for more advanced call forwarding and phone system issues, working directly with veterinary phone providers and internal IT to diagnose and resolve technical setup problems that go beyond standard support (e.g., forwarding failures, connectivity troubleshooting).

WHAT YOU NEED

• Bachelor's Degree preferred or equivalent experience
• Proven experience in customer service, customer support, or other client/customer facing roles
• Organization, attention to detail, persistence, and project management skills
• Veterinary industry experience is a plus
• Positive attitude and collaborative team mindset

WHO YOU ARE

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team's' accomplishments
• Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long-term, impactful results 
• Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge

HOW WE INVEST IN YOU

• Competitive Compensation Including ($75,000 - $100,000) + bonus + benefits. 
• Comprehensive health and wellness benefits that start on day one, and access to free therapy or counseling
• Paid parental leave, up to 12 weeks at 100% of regular salary, and offering inclusive fertility and family-building care for all types of families
• Unlimited PTO to use for vacation or sick days—however you need it! 
• Generous employee referral program, so our awesome people can bring in more awesome people.
• And the little (big) things, like casual office attire, ability to bring your fur baby to work, cool VEG swag, food in the fridge for when you're hungry and free lunches twice a week!!
• Company laptop and a monthly cell phone reimbursement

BETTER TOGETHER: WHY IN-PERSON MATTERS AT VEG HQ 

Our hospitals thrive on in-person collaboration, and VQ is no different. Time in the office sparks stronger connections, meaningful conversations, and better results—all bringing our core values to life. We prioritize being present because our values are best achieved side by side. Plus, we make getting here easy with free parking and a shuttle from the White Plains Metro-North station.

DEI

At VEG, diversity is not just a word—it's a strength that fuels innovation and kindness. Our mission is "Helping people and their pets when they need it most." And we do that better when our VEGgies (employees) feel valued, respected, and empowered to bring their authentic selves to work. That's why we're devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.

We are focused on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring that everyone's perspective is considered. Saying yes to VEG means helping us build a culture where your unique experiences and background contribute to a shared vision: being the world's veterinary emergency company.