Sr. Manager, Customer Support (Fully Remote)

PetDesk, LLC.; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

401(k) match

HSA

Disability insurance

Flexible time off

Parental leave

Pet perks

Job summary

PetDesk, LLC. is seeking a seasoned leader to head our frontline support team serving veterinary clinics and pet parents. You will shape the customer experience and coach a high-performing group to deliver service excellence.

You will drive first-time resolution through automation and AI, partner with product and engineering to inform improvements, and help scale support as PetDesk grows across veterinary partnerships.

Qualifications

• 7+ years in customer support, including 4+ years in people leadership.
• Hands-on with Zendesk and support analytics.
• Strong communication and change management skills.

Responsibilities

• Lead a frontline support team for veterinary clinics and pet parents.
• Drive first-time resolution using automation and AI.
• Partner cross-functionally to improve products.

Skills

Customer support

People leadership

Zendesk

Support analytics

Communication

Change management

Tools

Zendesk

Analytics tools

Job description

• Lead a frontline support team for veterinary clinics and pet parents.
• Drive first-time resolution using automation and AI.
• Partner cross-functionally to improve products.

About you:

• 7+ years in customer support, 4+ in people leadership.
• Hands-on with Zendesk and support analytics.
• Strong communication and change management skills.
• Comprehensive medical, dental, and vision coverage.
• 401(k) match, HSA, and disability insurance.
• Flexible time off, parental leave, and pet perks.

PetDesk

PetDesk provides user-friendly client engagement tools and a top-rated pet parent app for veterinary clinics. The company emphasizes transparency, fair pay, and a supportive culture with professional development.