Note: The job is a remote job and is open to candidates in USA. PetDesk is hiring a Manager, Customer Support to lead its frontline support team serving veterinary clinics and pet parents. The role focuses on coaching and developing the team, improving support operations and first-time resolutions through workflows and automation, and using customer insights to inform Product and CX improvements.
Responsibilities
- 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
Skills
- 5+ years of experience in customer support or customer experience
- 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
- Preferably in a B2B SaaS environment
Benefits
- 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
Company Overview