Care Specialist

Role overview

Mixlab, a rapidly expanding veterinary compounding pharmacy, is seeking a remote Care Specialist to support customer service operations. The role is centered on delivering personalized support to pet owners and veterinarians with a positive, proactive mindset and a strong drive to get things done for pets of all kinds.

Customer and veterinarian care is the top priority in this position. You will play an important part in keeping pharmacy operations running efficiently and in making Mixlab a dependable partner for clients and veterinary teams.

The company is looking for someone who is detail-focused, highly thorough, and committed to creating an outstanding experience for every customer.

Key responsibilities

• Provide friendly, high-quality support that strengthens customer trust and loyalty.
• Respond quickly to customer phone calls, texts, and emails about billing, delivery, and general account questions, and work to resolve issues effectively.
• Contact customers when medication-related details are needed or when a refill is approaching.
• Explain Mixlab’s values, policies, and procedures to customers, and confidently help prospective customers understand the service when they are considering a switch.
• Communicate professionally with veterinarians and Mixlab pharmacists so prescriptions are processed promptly.
• Handle calls, emails, and text messages from veterinarians and clinic staff to answer questions, collect new prescription details, and provide order updates.
• Reach out to veterinary practices when extra information or authorization is required, or when customer concerns need to be shared.
• Follow company workflows and operational processes to support smooth day-to-day service.
• Coordinate closely with the logistics team to arrange deliveries through Mixlab couriers and UPS shipping.
• Stay in regular communication with pharmacists, pharmacy technicians, compounding technicians, and couriers to help ensure commitments to customers are met.
• Use several online systems and platforms to look up information, diagnose issues, create and process orders, and monitor deliveries.
• Prepare prescriptions and online orders accurately, with careful attention to detail.
• Process payment details and set up deliveries based on Mixlab’s delivery schedule and customer preferences.
• Write playful, thoughtful, and appropriate notes for pets and choose suitable toys to include in orders.
• Work collaboratively with teammates to make sure orders are submitted and customer needs are handled each day.

Candidate profile

This role is suited to someone with strong customer service instincts, the ability to stay calm under pressure, and a genuine interest in helping pets and their people. You should be comfortable learning medication basics, understanding when to escalate issues to a pharmacist, and adapting to changing software and workflows.

Requirements

• A bachelor’s degree, or a high school diploma/equivalent paired with relevant experience.
• 2–3 years of experience in a customer-focused position such as customer service representative.
• Background in veterinary care or the medical field, or a clear interest in working in that space.
• Ability to learn basic medication and administration details and use that knowledge to help solve customer issues while knowing when pharmacist support is needed.
• Willingness and ability to learn medication formulations, the difference between compounded and non-compounded products, controlled substances, hazardous products, and New York State Food & Drug Administration laws.
• Strong problem-solving ability and sound judgment in high-pressure situations.
• Calm, supportive, and empathetic communication style, especially during difficult conversations.
• Excellent written and verbal communication skills.
• Comfort with learning new software and digital platforms.
• Flexibility to work nights, weekends, and holidays.
• Strong enthusiasm for pets and their owners.

Perks and benefits

• Employer-paid health, dental, and vision coverage for employees, starting on the first day of the month after your start date.
• Paid vacation, holiday, and sick time, with increased vacation accrual based on tenure.
• Competitive starting pay with opportunities for fast growth, promotions, and wage increases.
• Stock options.
• Pre-tax commuter benefits, dependent care support, HSA, and FSA.
• Company-paid short- and long-term disability coverage, parental leave, and life insurance.
• 401(k) plan with a $300 annual match.
• Referral bonus of up to $1,000 for a successful hire.
• Wellness benefits for people and pets, including a $650 annual allowance for routine pet care through Wagmo.
• Discounts on a range of items through Perkspot.
• Additional benefits and perks beyond those listed.

About Mixlab

Founded in 2017, Mixlab is a modern pet pharmacy built to improve the experience for veterinarians, pet parents, and their pets. The company focuses on quality, personalized medications, and a service-first approach to delivering delightful experiences nationwide.

Mixlab is a PCAB-accredited compounding pet pharmacy and has earned strong customer feedback across major review platforms. The company is growing quickly and aims to extend personalized care to more pets and the people who care for them.

Inclusion and equal opportunity

Mixlab is committed to a workplace grounded in inclusion, diversity, equity, and access. All qualified applicants are considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The company also supports reasonable accommodations for applicants and employees with disabilities. To request accommodation during the application or interview process, contact the Talent Acquisition team at talent@mixlabrx.com or call 201-431-6176.

Compensation notes

This is a full-time hourly role. Pay is based on market data for the company’s industry and size, and the final offer depends on qualifications, experience, and skill set. Total compensation for full-time employees includes benefits and equity in addition to base pay.

Hiring process note

Artificial intelligence tools may be used to support parts of the hiring workflow, such as application review, resume analysis, or response assessment. These tools assist the recruiting team and do not replace human judgment. Final hiring decisions are made by people.