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 that change while keeping the experience customers rely on every day running smoothly. As Senior Manager of 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 with fewer repeat contacts and less rework by modernizing workflows, using automation and AI where they make sense (so customers get answers quickly and can still reach a person in the same channel), 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. Apply if you’re excited to: Lead and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products every day Rethink how support gets done, using automation, AI, and smarter workflows so more customer 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 Coach and develop your team, building a culture of ownership, curiosity, and high standards Talk directly with customers, earn their trust, and bring thoughtful solutions to their toughest challenges Roll up your sleeves and jump in wherever you’re needed, because no task is too small when the team and customer come first About You: 7+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment 4+ years of people leadership experience, including managing team leads or supervisors Proven track record of improving customer outcomes such as CSAT, repeat contacts, and rework, while keeping resolution rate and response 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, actionable 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 and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products every day
Rethink how support gets done, using automation, AI, and smarter workflows so more customer 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
Coach and develop your team, building a culture of ownership, curiosity, and high standards
Talk directly with customers, earn their trust, and bring thoughtful solutions to their toughest challenges
Roll up your sleeves and jump in wherever you’re needed, because no task is too small when the team and customer come first
7+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment
4+ years of people leadership experience, including managing team leads or supervisors
Proven track record of improving customer outcomes such as CSAT, repeat contacts, and rework, while keeping resolution rate and response 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, actionable 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