Customer Support Manager: Lead with AI & Automation

PetDesk, LLC.; United States; Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical coverage for employees and deP

Employer HSA contribution with HDHP

401(k) match up to 3.5%

Dependent Care Flexible Spending

Dental & Vision coverage available

Basic Life and AD&D Insurance

Short and Long Term Disability

Flexible Time Off & 12 Paid Annualhol

Paid Parental Leave

Pawternity Leave, Financial Pet Adopti

$250 Annual Stipend for Learning and D

Job summary

PetDesk, LLC. is seeking a Manager, Customer Support to lead and evolve our frontline team serving veterinary clinics and pet parents.

You will coach, onboard, and set high standards for quality, driving first-time resolutions with smarter workflows and automation. You will use data and customer feedback to guide improvements and partner with Product and CX to ensure a consistent, trusted experience across channels.

Qualifications

• 5+ years in customer support or CX
• 2+ years people leadership
• Track record improving CSAT and first contact resolution
• Hands-on Zendesk experience
• Strong analytical skills
• Excellent communication
• Experience leading change with AI/automation

Responsibilities

• Lead, coach, and grow frontline support team
• Onboard new team members and ensure quality
• Run daily support operations across channels
• Rethink support using automation and AI
• Analyze data to identify trends and opportunities
• Partner with Product and CX to improve products
• Talk directly with customers and build trust

Skills

Customer support leadership

People management

B2B SaaS

Zendesk

Data analysis

Communication

Change management

Tools

Zendesk

Job description

PetDesk, LLC. is seeking a Manager, Customer Support to lead and evolve our frontline team serving veterinary clinics and pet parents.

You will coach, onboard, and set high standards for quality, driving first-time resolutions with smarter workflows and automation. You will use data and customer feedback to guide improvements and partner with Product and CX to ensure a consistent, trusted experience across channels.