Sr. Manager, Customer Support

About the role:

• 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

• 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

• 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

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.