---
title: 'Member Experience Coordinator - MA - Burlington at Small Door Veterinary'
canonical: 'https://feeny.ai/job/member-experience-coordinator-ma-burlington-small-door-veterinary-burlington-cxdt72chtanf'
type: 'job'
last_seen: '2026-09-12'
---

# Member Experience Coordinator - MA - Burlington at Small Door Veterinary

- **Company:** Small Door Veterinary
- **Location:** Burlington, MA
- **Compensation:** $18–$21/hr
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-17
- **Last confirmed live:** 2026-09-12
- **Apply:** https://jobs.ashbyhq.com/small-door-veterinary/cf2a6cf5-e16a-4d16-9759-a6d4b45c88c7

## Job description

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces. Founded in 2019 with our flagship location in Manhattan’s West Village, Small Door has quickly expanded across the East Coast. In July 2026, Small Door and Bond Vet merged to build a more connected, accessible, and compassionate veterinary care experience across routine, primary, and urgent care. The combined organization will span more than 55 clinics across major Northeast, Mid-Atlantic, and Midwest markets, serving over half a million pets. This role will play an important part in shaping the next chapter of our combined organization and advancing our shared mission to transform veterinary care.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status - meaning we abide by strict standards!

## What you'll do

- Own front-of-house communication across phone, Slack, Dialpad, and in-person — simultaneously, all day
- Manage appointment scheduling, wait times, and real-time flow of a busy practice
- Support members through all types of visits — new memberships, routine care, and emotionally heightened sick or urgent visits — with warmth and steadiness
- Handle medical billing communications, send surgery estimates, and follow up on outstanding items
- Coordinate closely with nurses, doctors, other veterinary practices, and telehealth staff to keep care moving without gaps
- Assist with front-of-house clinical support tasks such as prescription medication hand-off and drop-offs
- Drive proactive member outreach, forward pre-booking, and Google review solicitation to support practice growth
- Seek out member feedback and route it to the right channels
- Maintain a clean, welcoming, on-brand environment that reflects our commitment to exceptional care

## Who you are

- 2+ years in a hospitality-forward role — veterinary or medical experience is a genuine plus
- Comfortable switching between tasks quickly without losing quality or composure
- Strong communicator — written, verbal, and in the room
- Empathetic by nature, especially with anxious or emotional clients
- Familiar with medical billing concepts or eager to learn them fast
- Comfortable with Slack, scheduling systems, and tech in general
- Available for 40 hours/week including one weekend day
- Ability or willingness to cover at other NYC locations as needed — not required, but a plus for scheduling flexibility and career growth within the region
- Able to lift up to 25 lbs occasionally
- Comfortable working occasional solo shifts (with the support of clinical staff and your Practice Manager as needed)

## What you'll get

- Competitive salary
- Health, dental + vision insurance
- 401K (plus 4% company match)
- Upward mobility and growth opportunities
- Generous paid-time off, parental leave, and company wide holidays
- Commuter benefits, Monthly Health & Wellness stipend
- Discounted veterinary care for your loved ones
- An opportunity to make a real impact on the people around you
- A collaborative group of people who live our core values and have your back

Small Door is proudly committed to creating a diverse, inclusive and equitable workplace. We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities.

## About Small Door Veterinary

## Company Overview
- **One-liner**: Small Door Veterinary provides a membership-based, modern veterinary care experience with transparent pricing, 24/7 telemedicine, and stress-free clinic environments.
- **Entity Type**: Private (funding stage: Debt/Equity; raised over $118.5M total, including a $55M capital raise announced December 2025)
- **Headquarters**: New York, New York, USA (3 East 28th Street, Floor 5)
- **Founded**: 2018
- **Founders**: Florent Peyre (Co-Founder & CEO) and Josh Guttman (Co-Founder & Exec Chairman)

## Core Business
- **Primary industry**: Veterinary healthcare (primary care, urgent care, surgery, and telehealth for pets)
- **Target customers**: B2C – pet owners (pet parents) in urban markets seeking a higher standard of care and convenience
- **Mission/purpose**: To reimagine the veterinary industry with a membership model designed with human healthcare standards – better for pets, pet parents, and medical staff alike.

## Products & Services
- **Membership Plan**: Includes a free annual exam, same/next-day appointments, 24/7 telemedicine, and transparent pricing. Pay-as-you-go option also available.
- **Wellness & Preventative Care**: Wellness exams, vaccinations, dentistry & teeth cleanings.
- **Sick Patient Care**: Sick patient exams, urgent care & emergencies, diagnostic testing & radiology, pharmacy.
- **Surgery**: Spaying/neutering and other surgical procedures.
- **Additional Services**: Pet travel certificates, nutrition counseling, behavioral consultations, allergies & dermatology, euthanasia.
- **24/7 Telemedicine**: Round-the-clock virtual consultations via the member app.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company)
- **Key Metric** (private): Total funding raised – over $118.5M (CB Insights), with a $55M capital raise announced in December 2025 on the heels of a record year of profitability.
- **Notable Investors/Partners**: Lerer Hippeau, Primary Ventures, Brand Foundry, Toba Capital, Pentland Group, Triplepoint Capital. Founders have previously partnered with executives from Warby Parker, Sweetgreen, One Medical, CityMD, and Flatiron Health.
- **Growth Signals**:
  - Named by Newsweek as one of America’s Best Animal Hospitals in 2026.
  - AAHA Accredited (only 12–15% of North American veterinary practices).
  - Headcount growth: ~6.4% yearly (107 employees on LinkedIn); 32 active job postings.
  - Expanding with six new locations slated to open in 2026 after reaching profitability.
  - Strengthened executive team in late 2025 (CFO and Head of People appointments).

## Competitive Advantages
- **Membership model with transparent pricing**: Eliminates surprise bills and allows more dedicated time with veterinarians (never overbooked).
- **Human healthcare standards**: Clinics designed by animal experts to be stress-free; modern hospitality experience (co-founders previously built consumer brands like Warby Parker, Sweetgreen, One Medical).
- **Convenience**: Same or next-day appointments, 24/7 telemedicine, and a seamless app for booking and communication.
- **Quality recognition**: AAHA accreditation and Newsweek award verify high clinical standards.

## Strategic Focus
- **Expansion**: Opening new locations in NYC, Boston, and Washington, DC metro areas (Brookline, Burlington, Cambridge, Newton Centre; Bethesda, McLean, Navy Yard, Spring Valley; Gramercy, Park Slope, Upper East Side, Upper West Side, West Village, Williamsburg).
- **Operational excellence**: Recent executive hires (CFO Mikhayl Alam, Head of People Collin Russell) signal a focus on scaling, financial discipline, and talent development.
- **Technology**: Continues to invest in its digital platform (telemedicine, app, scheduling) to differentiate from traditional vet practices.

## Why Work Here
- **Culture**: Core values of high standards, collaboration, transparency, respect, and ownership. Emphasis on reducing burnout in veterinary staff through better workflows and modern facilities.
- **Work environment**: Modern, beautiful, stress-free clinic designs; dedicated time with each patient reduces rush. Remote/hybrid roles available (e.g., Remote Member Experience Representative).
- **Growth trajectory**: Company is profitable and rapidly expanding, offering career advancement opportunities for veterinarians, nurses, and corporate staff.
- **Leadership experience**: Founders and management team have deep experience scaling consumer and healthcare brands (One Medical, Casper, Harry’s, Cityblock Health, SoulCycle).
- **Perks**: Not explicitly listed, but the model prioritizes staff well-being (more time with patients, modern tools, transparent pricing reduces client friction).

## Sources
1. [smalldoorvet.com – Company homepage](https://www.smalldoorvet.com/)
2. [smalldoorvet.com – Careers page](https://www.smalldoorvet.com/careers/)
3. [smalldoorvet.com – Values & Careers](https://www.smalldoorvet.com/careers/values/)
4. [cbinsights.com – Small Door Veterinary profile](https://www.cbinsights.com/company/small-door)
5. [linkedin.com – Small Door company page](https://www.linkedin.com/company/smalldoor)

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