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Petdesk

Posted 9 days ago

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Sr. Manager, Customer Support

United StatesRemote

AI Summary

Leads a frontline customer support team for a veterinary SaaS platform, modernizing workflows with automation and AI, analyzing support data to drive product improvements, and coaching team members to deliver high-quality customer experiences.

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 that change while keeping the experience customers rely on every day running smoothly.
As Sr. Manager, Customer Support, you’ll lead a frontline team that helps clinics and pet parents get the most out of our products, and you’ll be accountable for the satisfaction, loyalty, and trust that support builds.
Your job is to move us toward more complete, first-time resolutions by modernizing workflows, using automation and AI where they make sense, and making sure people step in where they add the most value. You’ll use data and customer insights to spot trends and pain points, and you’ll bring that voice of the customer to Product and other partners to drive real improvements. You’ll also coach and develop the team so they’re equipped and motivated to do their best work. 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 and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products every day

  • Rethink how support gets done, using automation, AI, and smarter workflows so more customer 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

  • Coach and develop your team, building a culture of ownership, curiosity, and high standards

  • Talk directly with customers, earn their trust, and bring thoughtful solutions to their toughest challenges

  • Roll up your sleeves and jump in wherever you’re needed, because no task is too small when the team and customer come first

    • About You:

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

  • 4+ years of people leadership experience, including managing team leads or supervisors

  • Proven track record of improving key support metrics such as CSAT, resolution rate, 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, actionable 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 organization

    • 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

    AIB2B SaaSCSATCustomer Support PlatformsFirst Contact ResolutionReportingWorkflow AutomationZendesk

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