Manager, Customer Support

PetDesk is hiring a Manager, Customer Support to lead its frontline support team serving veterinary clinics and pet parents. The role focuses on coaching and developing team members, improving support operations and quality through data, automation, and AI, and partnering with Product to improve the customer experience.

Responsibilities:

• 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

Requirements:

• 5+ years of experience in customer support or customer experience
• 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
• preferably in a B2B SaaS environment