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Petdesk

Posted 8 days ago

Open

Manager, Customer Support

United StatesRemote

AI Summary

Manages a frontline customer support team for a veterinary SaaS platform, coaching staff, improving workflows, and using automation and data to drive first-contact resolution and customer satisfaction.

About this role

About the role:

PetDesk’s Support team handles thousands of conversations every month with veterinary clinics and pet parents, and the way we deliver that support is changing fast. This role exists to lead our frontline team through that change while keeping the experience customers rely on every day running smoothly.
As Manager, Customer Support, you will be accountable for the satisfaction, loyalty, and trust that team builds with customers.
Your job is to coach and develop the team, help new members ramp quickly, and set clear standards for quality. You will move us toward more complete, first-time resolutions by improving workflows and using automation and AI where they make sense, so people spend their time where they add the most value. You will use data and customer insights to spot trends and pain points, and bring that voice of the customer to Support leadership and Product. You will work closely with Product and CX colleagues to ensure a consistent experience for every customer. This is a hands-on role for someone who enjoys talking directly with customers and pitches in wherever the team needs it.

Apply if you’re excited to:

  • Lead, coach, and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products

  • Onboard new team members and build consistent quality, confidence, and ownership across the team

  • Run daily support operations across every channel, keeping queues healthy and escalations moving

  • Rethink how support gets done, using automation, AI, and smarter workflows so more issues are fully resolved the first time

  • Dig into support data and customer feedback to find trends, root causes, and opportunities that make a real difference

  • Partner with Product and other teams to turn customer insights into better products and fewer repeat problems

  • Talk directly with customers, earn their trust, and jump in wherever the team needs a hand

    • About You:

  • 5+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment

  • 2+ years of people leadership experience managing a frontline support team, including onboarding and coaching new hires

  • Track record of improving support metrics such as CSAT, first contact resolution, and response times

  • Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation

  • Strong analytical skills, with the ability to turn support data and customer feedback into clear, practical improvements

  • Excellent communication skills, with the confidence to engage customers directly and influence cross-functional partners

  • Experience leading change, such as rolling out new processes, tools, or AI and automation in a support team

    • Benefits & Perks:

  • Medical coverage for employees and dependents (80-90% covered by employer)

  • Employer HSA contribution with HDHP

  • 401(k) match up to 3.5%

  • Dependent Care Flexible Spending Account (FSA)

  • Dental & Vision coverage available

  • Basic Life and AD&D Insurance

  • Short and Long Term Disability

  • Flexible Time Off & 12 Paid Annual Holidays

  • Paid Parental Leave

  • Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

  • $250 Annual Stipend for Learning and Development

    • Skills

    AI In SupportCoachingCross-Functional CollaborationCSAT MeasurementCustomer Feedback AnalysisFirst Contact ResolutionOnboardingSupport AnalyticsWorkflow AutomationZendesk

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