• Join the squad dedicated to a new product • Engage with influencer users • Provide customer support and follow up on requests • Measure and monitor customer success metrics • Identify product improvement opportunities to increase customer satisfaction

The Customer Experience Senior Specialist serves as a frontline expert and internal connector, delivering responsive support across account, product, and technical inquiries. Using Zendesk, you manage a daily mix of tickets, schedule troubleshooting calls, and guide customers through onboarding. You'll work closely with Engineering to stay current on bugs and resolutions, and partner with Product to surface customer insights and trends. As part of a small, collaborative CX team, you also help maintain and improve the help center and broader customer experience. What You Will Do - Customer Support Ownership: Handle ~40 support tickets per day across product, technical, and account-related inquiries with accuracy, empathy, and efficiency. Provide scheduled phone support to troubleshoot issues and help customers evaluate whether Sortly is the right fit for their business needs. - Customer Onboarding & Enablement: Support new customers in successfully adopting Sortly through clear, timely email guidance and scheduled Zoom sessions. Help customers get set up, understand core workflows, and ensure they are positioned for long-term success with the product. - Cross-Functional Partnership: - Engineering: Partner closely to report bugs, track resolution progress, update customers, and strengthen the CX and Engineering feedback loop - Product: Serve as the voice of the customer by surfacing insights, trends, and feature requests across both product and account-related experiences. - Process & Communication: Contribute to building a world-class CX operation by suggesting improvements, optimizing workflows, and communicating clearly across Slack, email, and team meetings. Regularly contribute to weekly, bi-weekly, and monthly meetings by sharing insights on customer trends, recurring issues, and opportunities to improve the customer experience. Operate as a collaborative team member in a small, fast-moving environment by sharing knowledge, supporting teammates, and stepping in to help where needed. - Future Opportunities: Help shape the future of the CX team by training, onboarding, and motivating new hires.

We build some of the most innovative products in the veterinary diagnostic industry, each of which helps keep our pets happy and healthy. The veterinarians that use these tools rely on Field Support Representatives (FSR) to teach them how to make the best use of these machines and to troubleshoot if there are technical issues. We are looking for people, like you, who are expert communicators, are highly organized, and who treat every customer interaction with empathy and teamwork. The Field Support Representative positions are field based. You will work and travel from a home office. You would utilize a wide array of programs to plan and strategize your customer visits enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor. You would be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth. Ideal candidate must live in the Mt Laurel or Cape May New Jersey area and be willing to travel within this territory and occasionally outside of this territory as needed. Learn more about Field Support opportunities: https://careers.idexx.com/us/en/field-support-representatives What can you expect? You can expect to have a dynamic and exciting career with IDEXX that utilizes your veterinary practice experience and technical skills, allows you to travel, meet new people, expand your knowledge and skill set, all while positively impacting the lives of pets and their owners. Our day to day consists of meeting new people and building relationships with our customers. Being able to build relationships and work as a positive team player is a must! You’ll be challenged every day as you work alongside the best team in the industry. The FSR role continues to evolve to best support our customers’ needs, so you can expect continued growth within your position through comprehensive training programs. As an FSR you will work collaboratively with an internal team to develop strategies to maintain your Customer Accounts through education and other customer centric solutions. You would install and train the staff in the clinic on the best way to use IDEXX Analyzers (ProCyte, Catalyst One, SediVue, InVue). You would assist with critical customer need visits, providing onsite technical support when things are not going according to plan. No two days will ever be the same. As an FSR you would be expected to visit customers in the field every day; occasionally adjusting your schedule as needed to attend customer events and to accommodate visits to emergency practices. What do you need to succeed? - 3+ years experience working in a veterinary practice or applicable work experience and familiarity with IDEXX products. - Ability to build relationships with all personalities is a must! This is a fun and fulfilling job. It may come across stressful at times, but it really is fun, and our team is amazing! You would have the opportunity to visit amazing towns and places. - Effectively communicate and collaborate with customers, management, and peers. - Ability to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily. - Ability to plan and prioritize work in a dynamic environment and make quality, timely decisions. - Effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. - Comfortability with learning and using technology such as computers, tablets and Smartphones. Computer networking experience is a plus! Shift info/travelling: - Requires up to 75% travel (varies by region and may include travel outside of your territory) - 5 days or more of car travel per week - 6-8 or more overnights per month (subject to change) - Weekend hours and weekday overtime may be required. Overnight travel is required. - Valid Driver’s License and clean drivers abstract required - Requirement to currently reside in or be willing to self-relocate within the designated territory as advertised What you can expect from us: - Hourly rates targeting: $27.00 per hour+ - Opportunity for annual cash bonus - Benefits Day-One - On the job training and career advancement opportunities (experience NOT required) - Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, foundation donation matching, and much more ​Physical Demands and Work Environment: - Regularly required to stand and sit for extended periods; extend and reach with hands and arms; and use hands and fingers to handle, squeeze, twist and manipulate objects, controls and tools. - Occasionally required to climb, balance, bend, stoop, kneel or crouch. - May be required to lift, move and carry up to 60 pounds. - Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus. - Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person. - Ability to communicate verbally on phone and in person. - Fluency in the English language. - Weekend hours and weekday overtime may be required. - Extensive overnight travel required. - Ability to travel and work internationally. - Ability to drive car for extended periods Why IDEXX? We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Let’s pursue what matters together. IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. #LI-FSR

We build some of the most innovative products in the veterinary diagnostic industry, each of which helps keep our pets happy and healthy. The veterinarians that use these tools rely on Field Support Representatives (FSR) to teach them how to make the best use of these machines and to troubleshoot if there are technical issues. We are looking for people, like you, who are expert communicators, are highly organized, and who treat every customer interaction with empathy and teamwork. The Field Support Representative positions are field based. You will work and travel from a home office. You would utilize a wide array of programs to plan and strategize your customer visits enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor. You would be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth. Ideal candidate must live in the Ottawa, ON area and be willing to travel within this territory and occasionally outside of this territory as needed. Learn more about Field Support opportunities: https://careers.idexx.com/us/en/field-support-representatives What can you expect? You can expect to have a dynamic and exciting career with IDEXX that utilizes your veterinary practice experience and technical skills, allows you to travel, meet new people, expand your knowledge and skill set, all while positively impacting the lives of pets and their owners. Our day to day consists of meeting new people and building relationships with our customers. Being able to build relationships and work as a positive team player is a must! You’ll be challenged every day as you work alongside the best team in the industry. The FSR role continues to evolve to best support our customers’ needs, so you can expect continued growth within your position through comprehensive training programs. As an FSR you will work collaboratively with an internal team to develop strategies to maintain your Customer Accounts through education and other customer centric solutions. You would install and train the staff in the clinic on the best way to use IDEXX Analyzers (ProCyte, Catalyst One, SediVue, InVue). You would assist with critical customer need visits, providing onsite technical support when things are not going according to plan. No two days will ever be the same. As an FSR you would be expected to visit customers in the field every day; occasionally adjusting your schedule as needed to attend customer events and to accommodate visits to emergency practices. What do you need to succeed? - 3+ years experience working in a veterinary practice or applicable work experience and familiarity with IDEXX products. - Ability to build relationships with all personalities is a must! This is a fun and fulfilling job. It may come across stressful at times, but it really is fun, and our team is amazing! You would have the opportunity to visit amazing towns and places. - Effectively communicate and collaborate with customers, management, and peers. - Ability to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily. - Ability to plan and prioritize work in a dynamic environment and make quality, timely decisions. - Effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. - Comfortability with learning and using technology such as computers, tablets and Smartphones. Computer networking experience is a plus! Shift info/travelling: - Requires up to 75% travel (varies by region and may include travel outside of your territory) - 5 days or more of car travel per week - 6-8 or more overnights per month (subject to change) - Weekend hours and weekday overtime may be required. Overnight travel is required. - Valid Driver’s License and clean drivers abstract required - Requirement to currently reside in or be willing to self-relocate within the designated territory as advertised What you can expect from us: - Hourly rates targeting: $30.00+ per hour CAD - Opportunity for annual cash bonus - Benefits Day-One - On the job training and career advancement opportunities (experience NOT required) - Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, foundation donation matching, and much more ​Physical Demands and Work Environment: - Regularly required to stand and sit for extended periods; extend and reach with hands and arms; and use hands and fingers to handle, squeeze, twist and manipulate objects, controls and tools. - Occasionally required to climb, balance, bend, stoop, kneel or crouch. - May be required to lift, move and carry up to 60 pounds. - Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus. - Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person. - Ability to communicate verbally on phone and in person. - Fluency in the English language. - Weekend hours and weekday overtime may be required. - Extensive overnight travel required. - Ability to travel and work internationally. - Ability to drive car for extended periods Why IDEXX? We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Let’s pursue what matters together. IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. #LI-FSR