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Manager, Customer Support

1 day, 1 hour ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
PetDesk

PetDesk

PetDesk provides veterinary software designed to enhance clinic efficiency and client communication through features such as integrated phone systems, direct booking, AI-powered notes, and automated customer service tools, enabling pet owners to manage...

Health Care Providers & Services
51-250
Founded 2013
$16M raised
View All Jobs 8

Description

  • Lead, coach, and develop a frontline customer support team.
  • Onboard new team members and establish consistent quality, confidence, and ownership standards.
  • Manage daily support operations across channels, including queues and escalations.
  • Improve workflows and first-contact resolution using automation, AI, and process changes.
  • Analyze support data and customer feedback to identify trends, root causes, and improvement opportunities.
  • Partner with Product, CX, and other teams to turn customer insights into product and support improvements.
  • Engage directly with customers and provide hands-on support when needed.

Requirements

  • 5+ years of experience in customer support or customer experience, preferably in B2B SaaS.
  • 2+ years of experience managing and coaching a frontline support team, including onboarding new hires.
  • Demonstrated success improving CSAT, first-contact resolution, response times, or similar support metrics.
  • Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation.
  • Strong analytical skills and the ability to translate customer feedback and support data into practical improvements.
  • Excellent communication skills with customers and cross-functional partners.
  • Experience leading changes involving new processes, tools, AI, or automation in a support organization.

Benefits

  • Medical coverage for employees and dependents, with 80–90% employer-paid coverage.
  • Employer HSA contribution with an HDHP, plus dental and vision coverage.
  • 401(k) match of up to 3.5%.
  • Flexible time off and 12 paid annual holidays.
  • Paid parental leave and Pawternity Leave.
  • Financial pet adoption support and subsidized pet insurance.
  • Basic life, AD&D, short-term, and long-term disability insurance.
  • $250 annual learning and development stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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