Teams 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.