Manager, Customer Support
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 our frontline team through that change while keeping the experience customers rely on every day running smoothly. As Manager, Customer Support, you will be accountable for the satisfaction, loyalty, and trust that team builds with customers. Your job is to coach and develop the team, help new members ramp quickly, and set clear standards for quality. You will move us toward more complete, first-time resolutions by improving workflows and using automation and AI where they make sense, so people spend their time where they add the most value. You will use data and customer insights to spot trends and pain points, and bring that voice of the customer to Support leadership and Product. You will work closely with Product and CX colleagues to ensure a consistent experience for every customer. This is a hands-on role for someone who enjoys talking directly with customers and pitches in wherever the team needs it.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 our frontline team through that change while keeping the experience customers rely on every day running smoothly. As Manager, Customer Support, you will be accountable for the satisfaction, loyalty, and trust that team builds with customers. Your job is to coach and develop the team, help new members ramp quickly, and set clear standards for quality. You will move us toward more complete, first-time resolutions by improving workflows and using automation and AI where they make sense, so people spend their time where they add the most value. You will use data and customer insights to spot trends and pain points, and bring that voice of the customer to Support leadership and Product. You will work closely with Product and CX colleagues to ensure a consistent experience for every customer. This is a hands-on role for someone who enjoys talking directly with customers and pitches in wherever the team needs it. 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.PetDesk is committed to pay equity and transparency, from the candidate experience through every stage of employment. We put our best foot forward from day one with competitive, fair offers, so you don't have to negotiate your way to what you're worth. Compensation is benchmarked against industry market data and organized into pre-defined ranges for each role.
We also believe great work deserves real recognition. Automatic annual increases tend to be small and spread evenly regardless of contribution, so we take a different approach. Adjustments are tied to clear performance criteria applied consistently to everyone, allowing us to invest most in the people making the biggest impact.
Apply if you’re excited to: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
5+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment
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
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.
5+ years customer support or CX experience in B2B SaaS; 2+ years people leadership managing frontline support; experience improving CSAT, FCR, response times; Zendesk proficiency; strong analytical and communication skills.
Key Responsibilities
- coaching team
- improving workflows
- analyzing support data
Skills & Tools
Zendesk
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 94,000 – 106,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
- Generous parental leave
About PetDesk
A company providing user-friendly client engagement tools and a pet parent app for veterinary clinics. — Industry: Information Technology