Senior Manager, Customer Support
New
P
PetDeskVeterinary software
Listing location: United States; Workplace type: RemoteFull-TimeManager
Salary114,000 - 130,000 USD per year
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Job Details
- Experience
- 7+ years of experience in customer support or customer experience; 4+ years of people leadership experience
- Required Skills
- Artificial IntelligenceData AnalysisZendeskCustomer support
Requirements
- Have 7+ years of experience in customer support or customer experience.
- Have experience in a B2B SaaS environment, preferably.
- Have 4+ years of people leadership experience, including managing team leads or supervisors.
- Demonstrate a track record of improving support metrics such as CSAT, resolution rate, first contact resolution, and response times.
- Bring hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation.
- Use support data and customer feedback to identify actionable improvements.
- Have experience leading change, such as rolling out new processes, tools, or AI and automation in a support organization.
- Communicate effectively with customers and influence cross-functional partners.
Responsibilities
- Lead and grow a frontline support team serving veterinary clinics and pet parents.
- Modernize support workflows using automation and AI to improve first-time resolution.
- Analyze support data and customer feedback to identify trends, root causes, and opportunities.
- Partner with Product and other teams to turn customer insights into product improvements and fewer repeat problems.
- Coach and develop team members.
- Engage directly with customers and provide solutions to their challenges.
- Contribute wherever needed to support the team and customers.
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