About the roleThis is a remote, overnight role. You will answer after-hours calls from veterinarians and pet parents live, then work through our eScript and Kustomer queues so the Care team starts every morning with a fresh slate. You will help make Mixlab a 100% dependable resource for customers and veterinarians alike, at any hour.
Location and Schedule:- This is a fully remote role. You must have a quiet, private workspace and reliable high-speed internet.
- Shifts run Monday through Friday nights, 8:00 PM to 4:30 AM ET and 5:00PM PT TO 1:30AM PT, including a 30-minute meal break.
- Your first [2 to 3] weeks of training are on day shift with the Care team before you move to the overnight schedule.
- Occasional schedule adjustments may be requested to cover peak volume or staff absences.
- Flexibility to work holidays on a rotating basis is required.
What you'll doAfter-hours calls- Be the live voice of Mixlab after hours:
- Answer every call routed to the after-hours line from veterinarians, practice staff, and pet parents
- Take new prescriptions by phone and enter orders into our proprietary workflow system with extreme attention to detail
- Triage clinical urgency, including adverse reactions, dosing questions, missed doses, and medication errors, and escalate per protocol
- Counsel clients on medications, administration, and instructions
- Document every interaction in Kustomer and flag items that need day-team follow-up
- Explain Mixlab's policies, procedures, and values, and help prospective customers understand why vets and pet parents choose Mixlab
- Process payment information and schedule deliveries based on Mixlab's delivery schedule and customer preference
Overnight queue work- Work through the eScript and Kustomer queues so the Care team starts each morning fresh:
- Complete pharmacist review on eScripts received after hours so clean orders release to the lab at open
- Work open Kustomer conversations oldest first, resolving or advancing prescriber and client requests within service level targets
- Contact veterinary practices by email or message when additional information, clarification, or authorization is needed
- Flag orders that need lab, supply chain, or day-team action
- Leave an end-of-shift handoff note for the morning Care lead covering escalations, pending DVM callbacks, and open items
Across the shift- Serve as the overnight point of contact for urgent pharmacy questions, escalating to the on-call lead when needed
- Work closely with lab, supply chain, logistics, and Care teams so orders are accurately scheduled and delivered on time
- Work independently with minimal real-time supervision, using SOPs and escalation protocols
- Provide subject matter expertise to internal teams on processing, compounding, clinical solutions, and workflows
- Ensure compliance with regulatory requirements and uphold Mixlab values
- Communicate effectively with your supervisor and own corrective action from 1:1 feedback
About youRequired:- Active pharmacist license in at least one U.S. state, in good standing with all State Boards of Pharmacy (Preference given to CA or NY license)
- Willingness to obtain additional state licenses within [6] months of hire, as needed for Care coverage
- Ability to work Monday through Friday overnight shifts, 8:00 PM to 4:30 AM ET, from a quiet, private remote workspace
- Impeccable attention to detail and very high standards for accuracy and quality
- Excellent written and verbal communication skills, with the ability to stay calm, empathetic, and supportive in difficult conversations
- Ability to learn and adapt quickly to changing software and platforms
- Flexibility to work holidays and occasional schedule changes
Preferred:- Additional state licenses, especially NY, FL, TX, WI, and CA
- 2+ years of veterinary compounding experience
- Overnight, telepharmacy, or remote pharmacist experience
- Experience in a customer-facing pharmacy role (call center, telepharmacy, or retail)
Who you are- Collaborative and eager to work in a team-oriented, fast-paced, startup environment
- Self-directed, resourceful, and comfortable owning the shift without real-time oversight
- All-hands-on-deck attitude; you remain calm and excel under pressure
- Comfortable switching between live calls and focused queue work
- You LOVE PETS and their people!
What we offer- 100% employer-paid health, dental and vision insurance for our employees, effective on the first of the month following your start date
- Paid time off for vacation, holidays and sick time, with the ability to accrue more vacation time with increased tenure
- Competitive starting wages with the opportunity for rapid career growth, promotion, and wage increases
- Company Stock Options
- Pre-tax commuter benefits, dependent care, HSA and FSA
- Employer-paid short and long-term disability leave, parental leave, and life insurance
- 401k with $300/year match
- Referral bonus payouts of up to $1,000 for a successful referral
- Human and pet wellness benefits, including $650/year allowance for routine pet care through Wagmo
- Discounts on many items through Perkspot
- And more!
