FRS Recruitment is now Recruiting on behalf of our sister organisation Herdwatch; and inviting applications for the role of Customer Support Lead (Vet Solutions).
Location: Roscrea, Co.
Tipperary (On-site Tuesday & Wednesday) Travel: National with occasional international travel Package: Competitive, DOE Division: B2 V (Business to Vet Solutions) Reports to: Enterprise Operations Manager About Our Client - Herdwatch FRS Recruitment is delighted to partner with Herdwatch, a rapidly expanding agri-tech organisation offering innovative, market-leading software solutions to the agricultural and veterinary sectors.
Following the acquisition of Vet Drive and the growth of their TB testing solutions (Com Tag - Ireland / TBMaster - UK), Herdwatch is scaling a new B2 V division and now seeks an experienced Customer Support Lead to play a pivotal role in its development.
This is a unique opportunity to join a fast-growing team where your impact will directly shape the future of a key strategic division.
The Opportunity The B2 V Customer Support Lead will take ownership of Level 2 technical support across Herdwatch's veterinary platforms: Vet Drive - Veterinary Practice Management System Com Tag (Ireland) / TBMaster (UK) - TB Testing Solutions This is a senior individual contributor role (non-people management for now) where you will build and optimise support processes, deliver exceptional customer experience, and act as a trusted technical point of escalation for veterinary practices.
You will collaborate closely with support teams in Ireland, the UK, Pakistan, and a dedicated Technical Lead for complex backend matters.
Key Responsibilities Support & Client Experience Deliver Level 2 support for Vet Drive, Com Tag, and TBMaster.
Resolve daily technical and system queries from veterinary practices.
Manage tickets from initial report to final resolution.
Maintain excellent customer satisfaction and strengthen client relationships.
Act as a trusted support partner to veterinary practices and industry stakeholders.
Systems & Setup Support hardware setup and configuration for veterinary practices.
Manage licensing, access permissions, and user onboarding.
Assist practices with initial system configuration and go-live support.
Process Development & Improvement Build and continuously enhance scalable support processes.
Develop workflows to support future growth of the B2 V division.
Identify recurring issues and introduce preventative solutions.
Contribute to documentation and knowledge base content.
Cross-Functional Collaboration Engage daily with support teams across Ireland, the UK, and Pakistan.
Escalate complex technical matters to the Technical Lead where required.
Collaborate with product and operations teams to improve system functionality and UX.
Strategic Contribution Influence the development and structure of the B2 V division.
Provide insights into how support and operations should evolve over the next 2-4 years.
Operate effectively in an agile, high-growth environment.
About You - Experience & Skills Proven experience in a technical support role.
Strong technical confidence with the ability to troubleshoot across multiple systems.
Experience developing or improving support processes.
Comfortable working with distributed and international teams.
Veterinary or agricultural industry knowledge is a strong advantage.
Personal Attributes Proactive, self-driven, and able to work independently.
Excellent communicator and relationship builder.
Resilient, solution-focused, and comfortable in fast-paced environments.
Strong sense of ownership, accountability, and customer-first thinking.
How to Apply Apply today by sending your Up to date CV Benefits: Please see job description.