Sr. Manager, Customer Support

About the role

Pet. Desk’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 that change while keeping the experience customers rely on every day running smoothly. As Senior Manager of Support, you’ll lead a frontline team that helps clinics and pet parents get the most out of our products, and you’ll be accountable for the satisfaction, loyalty, and trust that support builds.

Your job is to move us toward more complete, first-time resolutions with fewer repeat contacts and less rework by modernizing workflows, using automation and AI where they make sense (so customers get answers quickly and can still reach a person in the same channel), and making sure people step in where they add the most value.

You’ll use data and customer insights to spot trends and pain points, and you’ll bring that voice of the customer to Product and other partners to drive real improvements. You’ll also coach and develop the team so they’re equipped and motivated to do their best work. This is a hands-on role for someone who enjoys talking directly with customers and pitches in wherever the team needs it.