Sr. Manager, Customer Support

PetDesk

3d•$114,000 - $130,000

About The Position

PetDesk’s Support team handles thousands of conversations every month with veterinary clinics and pet parents. The Sr. Manager, Customer Support leads the frontline team and is accountable for the satisfaction, loyalty, and trust built through customer support. The role modernizes support workflows to improve complete, first-time resolutions, using automation and AI where appropriate while ensuring people step in where they add the most value. It uses data and customer insights to identify trends and pain points, shares the voice of the customer with Product and other partners, and coaches and develops the team. This is a hands-on role that includes direct customer engagement and pitching in wherever the team needs support.

Requirements

At least 7 years of experience in customer support or customer experience; B2B SaaS experience is preferred.
At least 4 years of people leadership experience, including managing team leads or supervisors.
Proven track record improving 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 and ability to turn support data and customer feedback into actionable improvements.
Excellent communication skills, including confidence engaging customers directly and influencing cross-functional partners.
Experience leading change, such as rolling out new processes, tools, or AI and automation in a support organization.

Nice To Haves

Experience in a B2B SaaS environment.

Responsibilities

Lead and grow a frontline support team serving veterinary clinics and pet parents.
Modernize support workflows using automation, AI, and other improvements to increase first-time 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.
Coach and develop the team, fostering ownership, curiosity, and high standards.
Engage directly with customers, build trust, and provide thoughtful solutions to challenging issues.
Pitch in wherever needed to support the team and customers.

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 coverage.
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.