Manager, Customer Support
P
PetDeskB2B SaaS
United StatesFull-TimeManager
Salary94,000 - 106,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years of experience in customer support or customer experience; 2+ years of people leadership experience managing a frontline support team
- Required Skills
- ZendeskCustomer support
Requirements
- Have 5+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment.
- Have 2+ years of people leadership experience managing a frontline support team.
- Bring experience onboarding and coaching new hires.
- Have a track record of improving CSAT, first contact resolution, and response times.
- Have hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation.
- Use support data and customer feedback to identify practical improvements.
- Have experience leading change, such as rolling out new processes, tools, or AI and automation in a support team.
- Be able to engage customers directly and influence cross-functional partners.
Responsibilities
- Lead, coach, and grow a frontline support team serving veterinary clinics and pet parents.
- Onboard new team members and establish consistent quality, confidence, and ownership.
- Run daily support operations across channels, keeping queues healthy and escalations moving.
- Improve support workflows using automation, AI, and other process improvements to increase first-time resolutions.
- 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.
- Engage directly with customers and support the team where needed.
View Full Description & ApplyYou'll be redirected to the employer's site
