Head of Customer Support & AI-Driven Excellence

PetDesk, LLC.; United States; Remote; USD 114,000 - 130,000; Full time

Benefits offered by this job

Medical coverage for employees and 80-

Employer HSA contribution

401(k) match up to 3.5%

Dependent Care FSA

Dental & Vision coverage

Life and AD&D Insurance

Short and Long Term Disability

Flexible Time Off

12 Paid Annual Holidays

Paid Parental Leave

Pawternity Leave

Pet Adoption Support

Subsidized Pet Insurance

$250 Annual Learning & Development Sti

Job summary

PetDesk, LLC. is seeking a Sr. Manager, Customer Support to lead a frontline team and drive initiatives that improve first-time resolutions through automation and AI. You will use data and customer insights to guide product improvements and coach a high-performing team dedicated to customer success.

You’ll engage directly with customers, influence cross-functional partners, and shape workflows that elevate service levels while maintaining a culture of ownership and accountability.

Qualifications

• 7+ years 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 CSAT, resolution rate, first contact resolution, and response times.
• Hands-on experience with Zendesk workflows, reporting, and automation.
• Strong analytical skills turning support data and feedback into improvements.
• Excellent communication skills to engage customers and influence partners.
• Experience leading change in processes, tools, or AI in support.

Responsibilities

• Lead and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products.
• Rethink how support gets done using automation, AI, and smarter workflows for first-time resolutions.
• Analyze support data and customer feedback to identify trends, root causes, and opportunities.
• Partner with Product and other teams to turn insights into better products and fewer repeat problems.
• Coach and develop the team, fostering ownership, curiosity, and high standards.
• Talk directly with customers, earn their trust, and bring solutions to tough challenges.
• Roll up your sleeves and jump in wherever needed to put customers first.

Skills

Leadership experience

CSAT improvement

First contact resolution

Zendesk proficiency

Data analysis

Customer communication

Change management

Tools

Zendesk

Job description

PetDesk, LLC. is seeking a Sr. Manager, Customer Support to lead a frontline team and drive initiatives that improve first-time resolutions through automation and AI. You will use data and customer insights to guide product improvements and coach a high-performing team dedicated to customer success.

You’ll engage directly with customers, influence cross-functional partners, and shape workflows that elevate service levels while maintaining a culture of ownership and accountability.