The posting
About Us
Dutch Vet is transforming veterinary care by making expert treatment accessible anytime, anywhere. Our mission is simple: help every pet live their happiest, healthiest life by connecting pet parents with licensed vets through seamless virtual visits.
We’re the only veterinary telemedicine service that can diagnose, prescribe, and ship medications directly to customers in most states. For less than $100 per year, Dutch offers real relief and convenience for pets and their families.
As one customer put it: “Dutch was the only site that would diagnose and prescribe meds as well as ship the meds.”
Here’s what other customers have said about Dutch Vet:
"The easiest vet visit you'll ever have.”
"More thorough than my in-person vet.”
"No nonsense, quick, easy and friendly veterinarian. Much cheaper than our regular local vet that couldn’t get us in. So glad I found Dutch!"
Backed by world-class investors including Forerunner Ventures, Eclipse Ventures, and Bling Capital, our team is made-up of successful startup founders (Hims, PlushCare, Nasty Gal) with expertise in scaling enterprises (TripAdvisor, Walmart, BARK). Featured in TechCrunch, Forbes, Wired, and Axios, Dutch is setting the standard for quality, accessibility, and compassion in pet care.
The Role
We're looking for a Director of Customer Experience to own the full member journey — from the moment someone signs up to the ongoing relationship we build with them over years of pet care. This is a senior leadership role at the intersection of operations, product, and brand: you'll shape how Dutch members feel at every touchpoint, build and scale the team that makes it happen, and advocate relentlessly for the customer inside the organization.
You'll report directly to the VP of Operations and work closely with Clinical, Product, Engineering, Marketing and Finance to make sure our customer experience isn't just a support function — it's a competitive advantage.
WHAT YOU'LL DO:
- NPS
- CSAT
- Response Times
- SLA adherence on all channels (email, chat, live phones, SMS)
- Review Site Ratings
- Refund Rate
- Cancellations & Retention
WHAT YOU'LL BRING:
- A track record of improving customer retention and satisfaction at scale
- Experience owning CSAT, NPS, and related metrics as a business driver — not just a reporting exercise
- Strong people leadership: you know how to hire well, develop your team, and build a culture people want to be part of
- Experience working in a cross-functional environment where CX doesn't own everything but influences everything
- Familiarity with modern CX tooling (Zendesk, Intercom, Kustomer, Gorgias, Gladly) and a strong opinion about how AI and automation should (and shouldn't) be used in member support
- Excellent written and verbal communication — you can write a sharp escalation policy and a thoughtful member-facing apology email with equal facility
- Comfort in a fast-moving, high-accountability startup environment
WHAT SUCCESS LOOKS LIKE:
WHY WORK FOR DUTCH?
- Competitive salary range between $150,000 - $180,000
- Health, Dental, and Vision Insurance
- Life and Disability Insurance
- Flexible PTO
- Mental Wellbeing Options
- Robust Holiday Schedule
- Retirement savings plan
- Growth Opportunities
DUTCH'S GUIDING PRINCIPLES:
- Pets First – business and medical decisions are always guided by the pet's best interest. We'll never compromise on pet health and we're all here because we care about their well-being
- Agile Like a Cat – We have a bias toward swift action, while maintaining quality and accuracy. For us, that means being able to turn on a dime, like a cat, analyze our options – even ones that may not be on the table – then execute without perfection getting in the way
- Creativity is our Catnip – Creativity feeds us and helps us push boundaries to always find better solutions, making the complex more accessible and easier to understand
- Be the Human Your Dog Thinks You Are – Be kind, show care for your colleagues, and even if you're an expert - give others context, reinforce the positive, and help them understand.
