Manager, Customer Support
About the role:
Apply if you’re excited to:
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Lead, coach, and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products
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Onboard new team members and build consistent quality, confidence, and ownership across the team
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Run daily support operations across every channel, keeping queues healthy and escalations moving
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Rethink how support gets done, using automation, AI, and smarter workflows so more issues are fully resolved the first time
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Dig into support data and customer feedback to find trends, root causes, and opportunities that make a real difference
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Partner with Product and other teams to turn customer insights into better products and fewer repeat problems
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Talk directly with customers, earn their trust, and jump in wherever the team needs a hand
About You:
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5+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment
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2+ years of people leadership experience managing a frontline support team, including onboarding and coaching new hires
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Track record of improving support metrics such as CSAT, first contact resolution, and response times
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Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation
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Strong analytical skills, with the ability to turn support data and customer feedback into clear, practical improvements
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Excellent communication skills, with the confidence to engage customers directly and influence cross-functional partners
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Experience leading change, such as rolling out new processes, tools, or AI and automation in a support team
Benefits & Perks:
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Medical coverage for employees and dependents (80-90% covered by employer)
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Employer HSA contribution with HDHP
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401(k) match up to 3.5%
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Dependent Care Flexible Spending Account (FSA)
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Dental & Vision coverage available
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Basic Life and AD&D Insurance
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Short and Long Term Disability
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Flexible Time Off & 12 Paid Annual Holidays
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Paid Parental Leave
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Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
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$250 Annual Stipend for Learning and Development
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair candidate review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
Skills
As published by lever · 3 questions · 3 written answers
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Other URL
- Describe your experience introducing AI, automation, or new technologies into a customer support organization. What did you implement, and what impact did it have?
- Describe a significant change you led within a support team, such as a new process, workflow, or operating model. How did you lead your team through the transition, and what outcomes did you achieve?
- Describe your experience working directly with customers to resolve complex issues, address escalations, or improve their experience. What was your approach, and what was the outcome?