Customer Support Lead (Vet Solutions)
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: B2V (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 (ComTag – Ireland / TBMaster – UK), Herdwatch is scaling a new B2V 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 B2V Customer Support Lead will take ownership of Level 2 technical support across Herdwatch’s veterinary platforms:
- Vet Drive – Veterinary Practice Management System
- ComTag (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, ComTag, 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.
- 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.
- Build and continuously enhance scalable support processes.
- Develop workflows to support future growth of the B2V division.
- Identify recurring issues and introduce preventative solutions.
- Contribute to documentation and knowledge base content.
- 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.
- Influence the development and structure of the B2V division.
- Provide insights into how support and operations should evolve over the next 2–4 years.
- Operate effectively in an agile, high-growth environment.
- 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.
- 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.
- Apply today by sending your Up to date CV