PetDesk Jobs

Sr. Manager, Customer Support

PetDesk

Sr. Manager, Customer Support

Posted Yesterday

Be an Early Applicant

Remote

Hiring Remotely in United States

114K-130K Annually

Senior level

Remote

Hiring Remotely in United States

114K-130K Annually

Senior level

Leads and develops a frontline customer support team serving veterinary clinics and pet parents. Modernizes workflows through automation and AI, improves resolution and satisfaction metrics, analyzes support data and feedback, partners with Product to address customer pain points, and coaches team members. The role is hands-on, requiring direct customer engagement and cross-functional influence.

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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 Sr. Manager, Customer 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 by modernizing workflows, using automation and AI where they make sense, 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

Dig into support data and customer feedback to find trends, root causes, 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 key 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, 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

Experience leading change, such as rolling out new processes, tools, or AI and automation in a support organization

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.

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