Jobs at PetDesk

Reviews, validates, and processes discount claims, including manual queue triage and approval or denial decisions. Investigates denial patterns, performs root-cause analysis, reconciles claim data across reports, and recommends workflow or rule improvements. Collaborates with operations and engineering teams on automation opportunities, SOPs, and QA frameworks. Communicates claim decisions to veterinary clinics and pharmaceutical partners while resolving inquiries and maintaining service quality.

Leads the technical vision and architecture for a new platform and business line. Designs scalable APIs, data pipelines, distributed systems, and third-party integrations while ensuring reliability, observability, and maintainability. Provides hands-on C#/.NET development, guides contractor teams, translates business requirements into delivery plans, manages technical risks and dependencies, and establishes AI-assisted engineering practices using tools such as Claude Code.

Leads a seven-person Customer Success team across named and pooled engagement models. Responsibilities include coaching, hiring, workload allocation, queue health, adoption, churn and downgrade reduction, escalation management, expansion opportunity identification, reporting, CRM data quality, and continuous improvement of CS plays and workflows. The role partners cross-functionally with Support, Product, Implementation, and Sales and requires up to 25% travel.

Leads and develops a frontline customer support team serving veterinary clinics and pet parents. Responsibilities include coaching, onboarding, quality management, daily support operations, escalation handling, workflow optimization, AI and automation adoption, support analytics, customer insight analysis, and cross-functional partnership with Product and CX. The manager also engages directly with customers and drives improvements to CSAT, first-contact resolution, and response times.

Leads and develops a frontline customer support team serving veterinary clinics and pet parents. Modernizes workflows through automation and AI, improves resolution and satisfaction metrics, analyzes support data and feedback, partners with Product to address customer pain points, and coaches team members. The role is hands-on, requiring direct customer engagement and cross-functional influence.

Architects and manages AWS infrastructure, EKS Kubernetes clusters, Terraform-based infrastructure, Jenkins and ArgoCD CI/CD pipelines, and observability tooling. Automates deployments and provisioning, improves reliability and disaster recovery, supports incident response and on-call operations, and partners with engineering and support teams to streamline workflows and maintain secure, resilient environments.

Debug and fix customer-facing web applications and internal tools end to end. Reproduce issues, identify root causes, write C# or JavaScript/TypeScript fixes, add tests, submit code reviews, and document findings in Jira. The role involves maintaining legacy .NET, SQL, server-rendered, jQuery, and React code; managing ticket queues independently; and communicating clearly with engineering and support.

Lead post-sales software implementations for veterinary clinic customers by gathering requirements, configuring solutions, conducting training, resolving issues, and managing onboarding progress. Build customer relationships, provide best-practice guidance, document configurations in the CRM, generate implementation reports, and collaborate with Sales, Product, Support, and Customer Success teams. Manage a pipeline of approximately 30–40 customers and conduct 3–4 customer calls daily.

Hands-on technical leader responsible for data modeling, pipeline architecture, platform reliability, and engineering standards. Builds and maintains dbt, Snowflake SQL, and Python pipelines; investigates undocumented source data; implements testing, alerting, and performance improvements; reviews code; mentors engineers; and coordinates with distributed teams to translate ambiguous business needs into well-scoped data solutions.

Own the strategy, performance, and growth of strategic partnerships. Responsibilities include sourcing and onboarding partners, managing budgets and ROI reporting, developing enablement programs, coordinating with Sales, Product, and Customer Success, analyzing channel KPIs, representing the company at industry events, and identifying market and partnership opportunities.