Apply if you’re excited to:
Lead and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products every day
Rethink how support gets done, using automation, AI, and smarter workflows so more customer 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
Coach and develop your team, building a culture of ownership, curiosity, and high standards
Talk directly with customers, earn their trust, and bring thoughtful solutions to their toughest challenges
Roll up your sleeves and jump in wherever you’re needed, because no task is too small when the team and customer come first
About You:
7+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment
4+ years of people leadership experience, including managing team leads or supervisors
Proven track record of improving key support metrics such as CSAT, resolution rate, 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, actionable 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 organization
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
- 7+ years of experience in customer support or customer experience
- Experience in a B2B SaaS environment
- 4+ years of people leadership experience, including managing team leads or supervisors
- Track record of improving support metrics, including CSAT, resolution rate, first contact resolution, and response times
- Hands-on experience with Zendesk, including workflows, reporting, and automation
- Strong analytical skills and ability to turn support data and customer feedback into actionable improvements
- Excellent communication skills and ability to engage customers directly and influence cross-functional partners
- Experience leading change, including new processes, tools, AI, or automation in a support organization
What We Do
PetDesk offers CRM software for pet care providers to promote pet health.
