Virtual Care Member Experience Expert (New Member Acquisition – BC or ON) Full Time

At Juno Veterinary, we are on a mission to ensure every pet and Juno team member has the support they need to thrive. Our vision? To establish a stellar standard of care for the veterinary industry; the Juno Standard of Care. This isn’t just for our Members and their pets, but for our team of veterinary professionals. Our Team Members? They are at the heart of everything we do.

As a founder-led business, we are looking for someone who shares our vision and wants to be a major part of shaping its future. We are looking for someone who loves the idea of building something new, contributing to our growth, and being part of a group that is growing, evolving and supporting the future of vet med.

We believe exceptional care starts long before the exam room—it starts with trust.

We’re looking for a polished, people-first Member Experience Expert to be the first point of contact for prospective members. In this role, you’ll guide pet parents through their decision-making journey with clarity, confidence, and empathy—helping them understand not just what we offer, but why.

This is a high-impact role for someone who knows how to listen closely, communicate value, and turn interest into action—without ever compromising the experience.

Who You Are

• A lifelong learner who recognizes that professional growth is a continuous journey of development
• Deeply passionate about the veterinary community and the caliber of care you deliver
• A collaborative spirit who values every team member, from DVMs to ACAs, and celebrates collective success
• Fully aligned with Juno’s vision, mission, and goals—they resonate with your own professional values
• A solution-oriented individual with a proactive, can-do attitude toward progress

Let’s keep it real: Juno isn’t for everyone. We prioritize open, two-way communication and want to ensure this is the right fit for you. This role is for you if you’re ready to:

• Always Be Growing: You thrive in an evolving industry by staying adaptable and curious. You’re ready to think outside the box to help us build a culture where everyone can reach their full potential.
• Be part of One Team: You want to work alongside veterinary professionals who practice at the top of their skillset. We solve problems together, supporting one another through the daily challenges and celebrating every win.
• Provide the Juno Standard of Care: You believe in gold-standard medicine and utilizing your expertise to the fullest. You are a relationship-builder who can translate complex veterinary care into clear, empathetic communication for pet parents, always keeping the pet’s wellbeing at the forefront of the Juno Standard of Care.

What You’ll Do

You’ll lead thoughtful, high-quality conversations that help pet parents feel informed, reassured, and ready to move forward.

• Serve as the first voice of Juno for prospective members, primarily over the phone
• Convert inbound interest into booked appointments and Virtual Care Access through trust-based conversations
• Articulate Juno’s model, services, and pricing with clarity and confidence
• Guide pet parents through care options, including preventative wellness, vaccines, and common procedures
• Ask insightful questions to understand needs and recommend the right next step
• Handle objections with professionalism and ease, reinforcing value without pressure
• Deliver a seamless, premium experience from first interaction through booking
• Maintain precise records of conversations, conversions, and follow-ups

What You Bring

You’re equal parts relationship-builder and closer—you understand that great experiences and conversion is about alignment, not persuasion.

• A refined, confident phone presence—you make people feel at ease quickly
• Proven ability to convert conversations into action in a sales or service environment
• Strong judgment and emotional intelligence—you know when to guide, when to listen, and when to close
• Exceptional communication skills—clear, concise, and never scripted
• A fast learner who can quickly master and speak to veterinary services with credibility
• Comfort operating in a high-volume, performance-driven environment
• Strong organization and attention to detail—you follow through without fail
• Experience in sales, customer experience, or call center roles preferred
• A genuine interest in raising the standard of pet care

Why This Role Matters

This is where first impressions become lasting relationships.

You’ll play a critical role in helping pet parents choose an exceptional standard of care – the Juno Standard of Care – ensuring their first interaction with Juno reflects the quality, transparency, and thoughtfulness we’re known for.

Our Promise To You – Where you matter

At Juno, you play an important role ensuring that every pet and person who cares for them has what they need to thrive. You are not only the hands that care for our patients or the mind that solves problems – you are the heart behind every act of compassion that ripples out across our clinics and community.

Here, continuous feedback and open communication are the cornerstones of our success.

Here, we hold ourselves to the Juno standard of medical care.

Here, you join a team of veterinary professionals practicing at the top of their license. You’re not just a part of the team. You’re the reason we can provide the Juno Standard of Care that makes a real difference in the communities we serve and beyond.

Here, at Juno, you matter.

Interview Flow for this position

• Zoom Interview with Virtual Care Manager
• Offer

Compensation for this position

Juno Veterinary is committed to compensating our team members fairly, competitively and with clarity to support you in your growth! This role has a hourly compensation range of $24-25 per hour.

This role is a virtual, remote role based out of Ontario or British Columbia and reports directly to the Virtual Care Manager. This role is new to Juno Veterinary as a result of our ongoing growth.

Juno Veterinary uses AI as part of our interview screening process, to help us take notes during our conversations and to create summaries for reference. Beyond that, please rest assured, any decisions in hiring are made by a human!

Juno Veterinary is committed to providing an equal employment opportunity for all candidates and employees. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a positive and successful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic.

Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and throughout employment by contacting our People Operations team. If you have feedback on how to make our recruiting process more equitable or accessible, please let us know!