About the position Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan's West Village in 2019 and have quickly expanded across the East Coast. Small Door now operates in New York City, Boston, Washington DC, Maryland and Virginia with continued expansion plans in 2026. We are looking for a compassionate and knowledgeable Telehealth Veterinary Nurse to provide remote support to our members through chat and phone communications. The successful candidate will work closely with veterinarians, veterinary technicians, and other healthcare professionals to deliver exceptional telehealth services and support to our members. This position is remote and will report directly to Small Door’s Telehealth Manager. To ensure expanded coverage for our members, all Telehealth Nurses will have a fixed weekly schedule. Must be available to work weekends, evenings, some holidays and willing to help with overnight coverage is a plus!

Responsibilities

• Engage with Small Door members through text-based chat and phone to provide telehealth services and member support
• Deliver an exceptional member experience by conveying empathy and warmth over chat and phone communication
• Independently handle and resolve tasks, adhering to high-quality standards and deadlines
• Ongoing collaboration with both virtual and in-practice team members via constant communication and monthly team meetings
• Utilization of your clinical training and opportunities to give personalized care to patients virtually.
• Maintaining accurate medical records and communication documentation
• Master internal systems and tools to consistently deliver exceptional care to members while meeting quality and productivity goals
• Maintain deep knowledge and familiarity with Small Door's memberships, services, and perks
• Lead, model, and exemplify Small Door experience standards

Requirements

• 5+ years of experience as a LVT/RVT/CVT
• Ability to triage; knowledge of recognizing medical emergencies and illnesses
• A drive to work for a company with a startup mindset, breaking tradition
• Problem-solving self-starter who can both work independently and is also a team player
• Excellent communication skills and highly organized with strong attention to detail
• Customer service mindset, highly empathetic and compassionate
• Highly skilled at technology and online tools (G Suite, Slack, Intercom or other CRM platforms, etc.)
• Must be able to work flexible/non-traditional hours including weekends and holidays
• Passion and a love for animals (especially cats and dogs!)

Nice-to-haves

• willing to help with overnight coverage is a plus!

Benefits

• Competitive salary ($19/hour)
• An opportunity to make a real impact on the people around you
• A collaborative group of people who live our core values and have your back