Manager, Customer Support

PetDesk

3d•$94,000 - $106,000

About The Position

PetDesk’s Support team handles thousands of conversations every month with veterinary clinics and pet parents. The Manager, Customer Support will lead the frontline team through changes in how support is delivered while maintaining the customer experience. This role is accountable for customer satisfaction, loyalty, and trust. The manager will coach and develop team members, onboard new hires, establish quality standards, and improve workflows to support more complete, first-time resolutions. The role uses data and customer insights to identify trends and pain points, and shares the voice of the customer with Support leadership and Product. It partners closely with Product and CX colleagues to create a consistent customer experience. This is a hands-on role that includes direct customer interactions and helping wherever the team needs support.

Requirements

At least 5 years of experience in customer support or customer experience.
At least 2 years of people leadership experience managing a frontline support team, including onboarding and coaching new hires.
A 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 and the ability to turn support data and customer feedback into practical improvements.
Excellent communication skills, with confidence engaging customers directly and influencing cross-functional partners.
Experience leading change, such as introducing new processes, tools, or AI and automation in a support team.

Nice To Haves

Experience in a B2B SaaS environment.

Responsibilities

Lead, coach, and grow a frontline support team serving veterinary clinics and pet parents.
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.
Improve support through automation, AI, and smarter workflows to increase first-time issue resolution.
Analyze support data and customer feedback to identify trends, root causes, and opportunities for improvement.
Partner with Product and other teams to turn customer insights into better products and fewer repeat problems.
Engage directly with customers, earn their trust, and assist the team wherever needed.

Benefits

Medical coverage for employees and dependents, with 80–90% covered by the employer.
Employer HSA contribution with HDHP.
401(k) match up to 3.5%.
Dependent Care Flexible Spending Account (FSA).
Dental and vision coverage available.
Basic Life and AD&D Insurance.
Short- and long-term disability.
Flexible Time Off and 12 paid annual holidays.
Paid parental leave.
Pawternity Leave, financial pet adoption support, and subsidized pet insurance.
$250 annual stipend for learning and development.