Customer Support Manager — AI & Automation Focus

Remote; San Francisco (CA); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical coverage

Employer HSA contribution

401(k) match

Dependent Care FSA

Dental & Vision coverage

Life and AD&D Insurance

Short and Long Term Disability

Flexible Time Off

Paid Holidays

Parental Leave

Pet adoption support

Learning stipend

Job summary

PetDesk is seeking a Manager, Customer Support to lead a frontline team driving satisfaction, loyalty, and trust. You will coach, onboard, and raise quality standards while using automation and AI to resolve more issues on first contact. You’ll analyze data and customer feedback to inform Product and cross-functional partners.

You will work hands-on with customers, guiding the team to deliver a consistent experience while scaling support operations and improving metrics.

Qualifications

• 5+ years in customer support or CX, preferably B2B SaaS.
• 2+ years leading a frontline support team.
• Proven CSAT and first-contact-resolution improvements.
• Hands-on Zendesk experience with workflows and automation.
• Strong analytical skills turning data into improvements.
• Excellent communication and cross-functional collaboration.

Responsibilities

• Lead, coach, and grow frontline support team.
• Onboard new team members and build consistency.
• Run daily support operations across all channels.
• Improve workflows with automation and AI.
• Turn customer feedback into product improvements.
• Collaborate with Product to reduce repeat problems.
• Engage directly with customers as needed.

Skills

Leadership

People leadership

Analytical skills

Communication

B2B SaaS

Customer insights

Tools

Zendesk

Job description

PetDesk is seeking a Manager, Customer Support to lead a frontline team driving satisfaction, loyalty, and trust. You will coach, onboard, and raise quality standards while using automation and AI to resolve more issues on first contact. You’ll analyze data and customer feedback to inform Product and cross-functional partners.

You will work hands-on with customers, guiding the team to deliver a consistent experience while scaling support operations and improving metrics.