PetDesk

Mobile app for veterinary client communication

Manager – Customer Support

Customer SupportConfirmed live in the last 24 hours

Full-timeRemote in USA$94k - $106k /yrRemote

About the Job

Requirements

At least 5 years of experience in customer support or customer experience; B2B software-as-a-service experience is preferred.
At least 2 years of people leadership experience managing a frontline support team, including onboarding and coaching new hires.
A track record of improving customer outcomes, such as customer satisfaction scores, fewer repeat contacts, and less rework, while maintaining healthy response and resolution times.
Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation.
Experience building or deploying customer-facing artificial intelligence or chat experiences, such as virtual agents or support-platform artificial-intelligence features, and surfacing relevant knowledge for agents who support multiple products.
Strong analytical skills and the ability to turn support data and customer feedback into clear, practical improvements.
Excellent communication skills, confidence engaging customers directly, and ability to influence cross-functional partners.

Responsibilities

Lead, coach, and grow a frontline support team that helps veterinary clinics and pet parents succeed with the company's products.
Onboard new team members and build consistent quality, confidence, and ownership across the team.
Run daily support operations across every channel, keeping queues healthy and escalations moving.
Improve support processes using automation, artificial intelligence, and workflows that increase first-contact resolution while allowing customers to stay in channel or reach a person when needed.
Analyze support data and customer feedback to identify trends, root causes, repeat contacts, rework, and opportunities for improvement.
Partner with Product and other teams to turn customer insights into better products and fewer repeat problems.
Engage directly with customers, build trust, and provide hands-on support where needed.

Desired Qualifications

Experience in a B2B software-as-a-service environment.

Salary Range: 94000 to 106000 (Currency: USD) (Pay period: per-year-salary)

About the role:

PetDesk’s Support team handles thousands of conversations every month with veterinary clinics and pet parents, and the way we deliver that support is changing fast. This role exists to lead our frontline team through that change while keeping the experience customers rely on every day running smoothly. Your job is to coach and develop the team, help new hires ramp quickly, and set clear standards for quality. You will improve workflows and use AI to help customers get answers quickly, while ensuring team members spend their time where they add the most value. You will use data and customer insights to spot trends and pain points, and bring that voice of the customer to Support leadership and Product. You will work closely with these colleagues to ensure a consistent experience for every customer and pitch in wherever the team needs you.

Apply if you’re excited to:

Lead, coach, and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products
Onboard new team members and build consistent quality, confidence, and ownership across the team
Run daily support operations across every channel, keeping queues healthy and escalations moving
Rethink how support gets done, using automation, AI, and smarter workflows so more issues are fully resolved the first time, and customers can stay in channel and reach a person when they need one
Dig into support data and customer feedback to find trends, root causes (including repeat contacts and rework), and opportunities that make a real difference
Partner with Product and other teams to turn customer insights into better products and fewer repeat problems
Talk directly with customers, earn their trust, and jump in wherever the team needs a hand

About You:

5+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment
2+ years of people leadership experience managing a frontline support team, including onboarding and coaching new hires
Track record of improving customer outcomes, such as CSAT, fewer repeat contacts, and less rework, while keeping response and resolution times healthy
Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation
Experience building or deploying customer-facing AI or chat experiences (such as virtual agents or support platform AI features) and surfacing the right knowledge for agents who support multiple products
Strong analytical skills, with the ability to turn support data and customer feedback into clear, practical improvements
Excellent communication skills, with the confidence to engage customers directly and influence cross-functional partners

Benefits & Perks:

Medical coverage for employees and dependents (80-90% covered by employer)

Employer HSA contribution with HDHP

401(k) match up to 3.5%

Dependent Care Flexible Spending Account (FSA)

Dental & Vision coverage available

Basic Life and AD&D Insurance

Short and Long Term Disability

Flexible Time Off & 12 Paid Annual Holidays

Paid Parental Leave

Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

$250 Annual Stipend for Learning and Development

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair candidate review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

About the Company

PetDesk

Mobile app for veterinary client communication

PetDesk provides subscription software for veterinary practices to manage client communication and streamline operations through PMS integrations (such as AVImark and Cornerstone). Pet owners use a mobile app to request appointments and refills, access health records, and engage in virtual care with their veterinarians. The platform synchronizes with practice management systems to coordinate reminders, records, and communications, freeing up staff for patient care. Its reach—over 2,100 clinics and more than 1.4 million app users—along with strong support and telemedicine features differentiates it, and its goal is to improve clinic efficiency and pet health outcomes by making client communication easier and enabling remote care.

Company size: 201-500
Company stage: Late Stage VC
Total funding: $16.7M
Headquarters: West Hollywood, CA
Founded: 2013

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