Meet the Vetster RVTs Part 2!
Being deeply committed to delivering an industry-leading experience for both pet owners and veterinarians means having the right people on our team to help navigate the many questions that arise each day. Vetster employs registered veterinary technicians who have clinic experience to support a wide variety of needs within our business - from providing support to veterinarians, to connecting pet owners with the best veterinarian for their pet’s needs, to providing pet health coaching and triage directly to pet owners. (Read Part 1 here!)
How has your role as a veterinary technician evolved since you started at Vetster, and what opportunities for professional development have you pursued?
Robyn is based in Vancouver, BC where she lives with her cat Reginald. With over 13 years of diverse clinical experience, she has worked across general practice, emergency care, and shelter medicine.
Robyn: When I first started as a veterinary technician, I was in a hands-on role at an exotics veterinary hospital, which provided me with a strong foundation in clinical skills. However, the veterinary industry is challenging, and I found myself moving through various areas like clinic work, laboratory settings, and shelter medicine. Just as I was about to leave the industry, I discovered Vetster - a unique opportunity that allowed me to stay involved in the profession, but in a way that was more sustainable and manageable. Since joining Vetster, my role has evolved significantly. I've transitioned from a technician position to one focused on expanding my knowledge base and taking on leadership responsibilities. It’s been incredibly rewarding to not only contribute to cases across the world but also to develop professionally through ongoing learning opportunities, allowing me to grow in ways I hadn’t imagined when I first entered the field.
Please share a memorable experience you’ve had while working with an animal or their owner at Vetster.
Emily is based in North Vancouver BC with her dog, Georgia Jean. Emily has been a Registered Veterinary Technician for 8 years and has worked in general and emergency practices.
Emily: Helping pets through Vetster is always such a rewarding experience and truly keeps me motivated in my career. There are so many positive moments, it’s hard to narrow it down to just one, but an experience that stands out involved a client who was extremely worried that their cat might have ear mites.
The client was feeling overwhelmed, frantically cleaning their home and their cat’s ears, and unable to get an appointment with their local vet until the following week. This situation really highlighted how overwhelmed and understaffed many veterinary hospitals are today, and it felt great to offer telemedicine as a solution for providing prompt treatment. During our conversation, we discussed the clinical signs of ear mites and identified the owner’s concerns, which helped ease their immediate stress. I then helped them book a same-day appointment with a Vetster veterinarian, where they received the necessary diagnosis and treatment to help the cat’s ears.
What made this experience particularly memorable was how grateful the client was for the care and support we provided. They expressed how much they appreciated having a solution without the stress of waiting an entire week. Their positive feedback really stood out and reminded me of the meaningful impact we can have on pets and their owners. Moments like these reinforce why I love what I do - bringing peace of mind to pet owners and making a difference when they need it most.
How do you maintain a healthy work-life balance in a field that can often require long hours and emotional investment?
Em is based in Oakville, Ontario and has 2 dogs, a cat and a horse. She has over 15 years in a clinical setting.
Em: Maintaining a healthy work-life balance in a demanding field means setting clear boundaries and prioritizing self-care. I make sure to define specific work hours and stick to them, which allows me to carve out time for personal activities. I rely on time management tools, like calendars and task lists, to keep track of both work and personal commitments. I also try to create rituals that help me transition from work to personal time, like a walk or a cup of tea, so I can fully disconnect when needed.
I also recognize the importance of leaning on support when necessary, whether it’s delegating tasks or simply communicating with my Vetster teammates when I’m feeling overwhelmed. I’ve learned to say no when I need to protect my time and energy, and I try to stay mindful of my mental health. On my days off, I ensure I make time for hobbies, friends, and family. This is key for me to recharge so I can stay engaged in my career and my personal life.
How do you approach building trust and rapport with pet owners, especially in difficult situations involving their pets’ health?
Laurenne is based in rural Nova Scotia, with her pup Molly and a yard full of chickens. She has 5 years of experience in a clinical setting: 2 in small animal practice, and 3 in an intensive care emergency and referral hospital.
Laurenne: This is incredibly important to me. We're all pet parents here, which is why we always prioritize what's best for the pet. While there's no one-size-fits-all solution for difficult situations, I always start with empathy. I’ve been in situations with my dog’s local vet team where I didn’t feel heard, advocated for, or understood, which left me feeling out of control and questioning my ability to provide the best life for my girl.
When a pet parent knows I’m truly listening, that’s where the trust begins. By asking thoughtful questions and confirming that I understand their concerns, I help to build that trust; and when it’s time to present a plan - one that seeks answers and resolves their issues - that trust grows even stronger. It’s in these moments that pet parents feel they can rely on me to get the job done.
I’m grateful to be that listening ear, and to be a part of the journey toward improving their pet’s health.
How would you describe the Customer Experience team dynamic at Vetster and how has it played a role in collaboration?
Cece is based in British Columbia where she lives with her two dogs, two cats, a chinchilla and seven birds. She has worked primarily in research but also diversified in small animal practice, emergency medicine, shelter medicine, marine mammal rescue at the Vancouver Aquarium, and in a diagnostic lab.
Cece: The Customer Experience team is composed primarily of skilled veterinary technicians who, despite their passion for the field, struggled with burnout and compassion fatigue working in-clinic. Nearly all of our technicians had considered, at one time or another, leaving the profession. Then we discovered Vetster. Sharing similar backgrounds, we quickly formed strong connections and created a supportive environment for one another. Our camaraderie has reignited our passion for animal health and welfare and reinforced our commitment to delivering exceptional service to our clients and patients, as well as the veterinarians on Vetster.
The Vetster team of RVTs has a primary focus on small animal care, but we also bring a wealth of experience in a variety of other areas, including large animals, exotics, and many more. Our diverse expertise allows each of our technicians to develop unique skills and contribute a range of valuable qualities to the team - whether through humor, education, knowledge, leadership, compassion, or hands-on experience.
Having all experienced the emotional, mental, and physical toll of challenging work environments in the past, we are particularly attuned to the importance of positivity, mutual support, and professional development. Our role at Vetster supporting veterinarians, people, and their pets allows us to create the kind of environment we value - one with a positive team culture, strong training, and a healthy work-life balance.
If you're interested in being featured in our blog, please contact Jennifer, our Manager of Veterinary Success by emailing
