Senior Manager, AI-Driven Customer Support

PetDesk, LLC.; Oregon; Hybrid; USD 114,000 - 130,000; Full time

Benefits offered by this job

Medical coverage for employees and/or

Employer HSA contribution

401(k) match

Dependent Care FSA

Dental & Vision coverage

Life and AD&D Insurance

Disability insurance

Flexible Time Off

Paid Holidays

Paid Parental Leave

Pawternity Leave

Pet adoption support & subsidized pet

Learning & Development stipend

Job summary

PetDesk, LLC. in the United States is seeking a Senior Manager of Support to lead a frontline team that helps clinics and pet parents get the most from our products.

You will drive satisfaction, loyalty, and trust by modernizing workflows and using automation and AI where appropriate. You will coach a team, analyze customer feedback, and partner with Product to deliver improvements while ensuring high standards and strong customer relationships.

Qualifications

• 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 CSAT and reducing repeat contacts and rework.
• Hands-on experience with Zendesk workflows, reporting, and automation.
• Experience building or deploying customer-facing AI or chat experiences.
• Strong analytical skills to turn data into improvements.
• Excellent communication skills to engage customers and cross-functional partners.

Responsibilities

• Lead and grow a frontline support team serving veterinary clinics and pet parents.
• Rethink support delivery using automation, AI, and smarter workflows for first-time resolution.
• Analyze support data and feedback to identify trends and root causes.
• Partner with Product and other teams to translate insights into product improvements.
• Coach and develop the team, fostering ownership and high standards.
• Interact with customers directly to earn trust and provide thoughtful solutions.
• Jump in wherever needed to put the team and customers first.

Skills

Customer support

People leadership

CSAT improvements

Zendesk workflows

AI features experience

Analytical skills

Communication

Tools

Zendesk

Job description

PetDesk, LLC. in the United States is seeking a Senior Manager of Support to lead a frontline team that helps clinics and pet parents get the most from our products.

You will drive satisfaction, loyalty, and trust by modernizing workflows and using automation and AI where appropriate. You will coach a team, analyze customer feedback, and partner with Product to deliver improvements while ensuring high standards and strong customer relationships.