The Senior Manager, Customer Support (ezyVet) is responsible for leading the global ezyVet Customer Support organization, ensuring exceptional customer experiences while driving operational excellence, team engagement, and scalable support strategies.
Why this role matters:
This role provides leadership for regional support managers, supervisors, and consultants across multiple geographies and partners closely with Product, Customer Success, Implementation, and Customer Experience teams to improve customer outcomes and reduce service demand through proactive supportability initiatives.
As a key leader within Customer Technical Support (CTS), this individual will drive transformation efforts, standardize processes, leverage analytics to improve performance, and champion a modern support experience that balances operational efficiency with customer satisfaction.
In this role:
Strategic Leadership
- You will develop and execute the global support strategy for ezyVet in alignment with broader Customer Support and Customer Experience objectives.
- You will lead organizational change initiatives designed to improve operational consistency, scalability, and employee engagement.
- You will build a high-performing leadership team capable of supporting continued business growth and evolving customer needs.
- You will drive adoption of modern support practices, digital support channels, self-service capabilities, and AI-enabled customer experiences.
Operational Excellence
- You will own support performance across all ezyVet customer support channels, including service levels, customer satisfaction, productivity, quality, and case resolution.
- You will establish a disciplined operating cadence using data and analytics to identify trends, improve efficiency, and reduce customer effort.
- You will partner with Workforce Management, Reporting, and Analytics teams to ensure accurate forecasting, staffing, and resource planning.
- You will drive continuous improvement programs that simplify workflows, reduce escalations, and increase first-contact resolution.
Customer Experience & Product Partnership
- You will partner closely with Product Management and Engineering teams to identify and address recurring customer pain points and call drivers.
- You will use customer insights, case trends, and support analytics to influence product roadmaps and supportability improvements.
- You will champion the voice of the customer and advocate for solutions that improve customer outcomes while reducing support demand.
- You will collaborate with Customer Success and Implementation teams to strengthen onboarding, adoption, and long-term client success.
People Leadership
- You will lead a global team of managers, supervisors, and support professionals across multiple regions.
- You will create a culture centered on accountability, engagement, inclusion, continuous learning, and customer obsession.
- You will coach leaders to enhance performance management, talent development, succession planning, and career growth.
- You will drive consistency in leadership practices and operating standards across geographies.
Transformation & Change Management
- You will lead support integration, process standardization, and operational transformation initiatives.
- You will evaluate and implement new technologies, processes, and tools that improve customer and employee experiences.
- You will drive initiatives that reduce contact drivers, increase self-service adoption, and improve overall support effectiveness.
- You will support the evolution of ezyVet into a scalable, globally aligned support organization.
What you need to succeed:
Required
- Bachelor's degree or equivalent experience.
- 8+ years of progressive leadership experience in customer support, customer experience, technical support, SaaS, healthcare technology, or software environments.
- Demonstrated success leading leaders in a multi-site or global support organization.
- Experience managing operational performance, workforce planning, service metrics, and continuous improvement initiatives.
- Strong analytical and business acumen with the ability to make data-driven decisions.
- Proven ability to influence cross-functional stakeholders and lead through organizational change.
Preferred
- Experience supporting veterinary software, healthcare technology, SaaS, or enterprise software solutions.
- Experience partnering with Product Management, Customer Success, and Implementation organizations.
- Familiarity with Salesforce Service Cloud, workforce management tools, digital support channels, and AI-enabled support solutions.
- Experience leading geographically dispersed teams.
What you can expect from us:
- Base annual salary target: $130K-$141K
- Opportunity for annual cash bonus
- Health / Dental / Vision Benefits Day-One
- 5% matching 401k
- Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more!
- A dynamic and exciting career that utilizes your leadership experience, technical skills, allows you to travel, meet new people, expand your knowledge and skill set, all while positively impacting the lives of pets and their owners
- This position is based onsite 5 days in Frisco, TX.
Why IDEXX
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.
We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.
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