Apply if you’re excited to:
Lead, coach, and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products
Onboard new team members and build consistent quality, confidence, and ownership across the team
Run daily support operations across every channel, keeping queues healthy and escalations moving
Rethink how support gets done, using automation, AI, and smarter workflows so more issues are fully resolved the first time
Dig into support data and customer feedback to find trends, root causes, and opportunities that make a real difference
Partner with Product and other teams to turn customer insights into better products and fewer repeat problems
Talk directly with customers, earn their trust, and jump in wherever the team needs a hand
About You:
5+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment
2+ years of people leadership experience managing a frontline support team, including onboarding and coaching new hires
Track record of improving support metrics such as CSAT, first contact resolution, and response times
Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation
Strong analytical skills, with the ability to turn support data and customer feedback into clear, practical improvements
Excellent communication skills, with the confidence to engage customers directly and influence cross-functional partners
Experience leading change, such as rolling out new processes, tools, or AI and automation in a support team
Benefits & Perks:
Medical coverage for employees and dependents (80-90% covered by employer)
Employer HSA contribution with HDHP
401(k) match up to 3.5%
Dependent Care Flexible Spending Account (FSA)
Dental & Vision coverage available
Basic Life and AD&D Insurance
Short and Long Term Disability
Flexible Time Off & 12 Paid Annual Holidays
Paid Parental Leave
Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
$250 Annual Stipend for Learning and Development
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair candidate review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
Skills Required
- 5+ years of experience in customer support or customer experience
- 2+ years of people leadership experience managing a frontline support team
- Experience onboarding and coaching new hires
- Track record improving CSAT, first-contact resolution, and response times
- Hands-on experience with Zendesk or similar support platforms, including workflows, reporting, and automation
- Strong analytical skills using support data and customer feedback to drive improvements
- Excellent communication skills and ability to engage customers directly
- Ability to influence cross-functional partners
- Experience leading process, tool, AI, or automation changes in a support team
- Experience in a B2B SaaS environment
What We Do
PetDesk offers CRM software for pet care providers to promote pet health.
