Job Title: Vet Solutions (B2 V) Support Lead Division: B2 V (Business to Vet Solutions)Reports to: Enterprise Operations Manager Location: Roscrea, Co.
Tipperary (On-site Tuesday & Wednesday required)Travel: National travel required; occasional international travel Package: Competitive and commensurate with experience About Herdwatch Herdwatch is a fast-growing agri-tech company providing market-leading software solutions to the agricultural and veterinary sectors.
As part of our continued growth, we have expanded into the veterinary practice management space through the acquisition of Vet Drive and our TB testing solutions (Com Tag in Ireland and TB Master in the UK).
This is an exciting opportunity to join a newly formed and rapidly growing division within Herdwatch and play a key role in shaping its future.
The Role We are seeking a proactive and experienced Support Lead to take ownership of Level 2 support across: Vet Drive – our veterinary practice management system Com Tag(Ireland) / TB Master (UK) – our TB testing solutions This is a senior individual contributor role, not a people management position (for now).
The successful candidate will take responsibility for delivering high-quality support, establishing scalable support processes, and ensuring a best-in-class client experience as we grow.
You will work closely with cross-functional support teams in Roscrea, Tipperary, the UK, and Pakistan, and will be supported by a Technical Lead for deeper backend and complex technical matters.
Key Responsibilities Support & Client Experience Provide Level 2 support for Vet Drive, Comtag, and TB Master.
Handle day-to-day technical queries from veterinary practices.
Take ownership of client issues through to resolution.
Ensure a high level of client satisfaction across the customer base.
Build strong working relationships with veterinary practices and industry stakeholders.
Systems & Setup Support hardware setup and configuration for veterinary practices.
Ensure correct licensing and system access for all veterinary users.
Assist practices with onboarding and system configuration.
Process Development & Improvement Design, implement, and continuously improve support processes.
Develop scalable workflows suitable for a fast-growing division.
Identify recurring issues and implement preventative solutions.
Contribute to documentation, knowledge base development, and best practice guides.
Cross-Functional Collaboration Work closely with support teams in Ireland, the UK, and Pakistan.
Escalate complex issues to the Technical Lead when required.
Collaborate with product and operations teams to improve system functionality and user experience.
Growth & Strategic Contribution Play an active role in shaping the structure and future of the B2 V division.
Contribute ideas on how support and operations should evolve over the next 2–4 years.
Operate effectively in a fast-paced, agile environment.
About You We are looking for someone who thrives in a growing organization and enjoys building structure where needed.
Experience & Skills Proven experience in a senior support role (Level 2 or equivalent).
Experience setting up or improving support processes.
Strong software proficiency and technical confidence.
Comfortable troubleshooting across multiple systems.
Experience working with distributed or international teams is an advantage.
Understanding of the veterinary and/or agricultural industry is highly desirable.
Personal Attributes Proactive and self-motivated with the ability to work independently.
Strong relationship-builder with excellent communication skills.
Comfortable working in a fast-paced, agile environment.
High level of ownership and accountability.
Resilient and solution-oriented.
Hardworking with a strong customer-first mindset.
Why Join Herdwatch?Be part of a high-growth agri-tech company.
Join a newly established and strategically important division.
Play a key role in shaping how this function evolves.
Work in a collaborative, mission-driven environment.
Competitive package relative to experience.