Job description

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. Your job is to coach and develop the team, help new hires ramp quickly, and set clear standards for quality. You will improve workflows and use AI to help customers get answers quickly, while ensuring team members 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 these colleagues to ensure a consistent experience for every customer and pitch in wherever the team needs you. 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, and customers can stay in channel and reach a person when they need one Dig into support data and customer feedback to find trends, root causes (including repeat contacts and rework), 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 About You: 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 customer outcomes, such as CSAT, fewer repeat contacts, and less rework, while keeping response and resolution times healthy Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation Experience building or deploying customer-facing AI or chat experiences (such as virtual agents or support platform AI features) and surfacing the right knowledge for agents who support multiple products 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 Benefits & Perks: 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.

Requirements

Must-haves

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, and customers can stay in channel and reach a person when they need one
Dig into support data and customer feedback to find trends, root causes (including repeat contacts and rework), 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 customer outcomes, such as CSAT, fewer repeat contacts, and less rework, while keeping response and resolution times healthy
Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation
Experience building or deploying customer-facing AI or chat experiences (such as virtual agents or support platform AI features) and surfacing the right knowledge for agents who support multiple products
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

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: lever
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Parental Leave