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PetDesk via Lever

Manager, Customer Support

United States manager
still open verified 9h ago posted 13d ago seen 8h ago
Apply at jobs.lever.co

This is the employer's own posting, not a copy on a job board.

What we know

Is it still open?

Confirmed still open

Last checked 9h ago — checked against the employer's own applicant tracking system, which is the company answering directly.

We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.

Check this listing's status as JSON

How old is it?

Posted 13d ago

The date the source published, not the day we noticed it (2026-10-19). Last seen at its source 8h ago.

We have tracked this listing since 19 Oct 2026 (13 days). The employer's own board has carried it every time we have read it, most recently 8 hours ago.

Is it remote?

Marked remote on the employer's board

Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.

Who may apply?

United States

The description states no restriction of its own. This is the source's own tag.

Pay not stated

Similar roles pay $101.3k–156.2k/yr

Middle 50% of 52 listings that do state pay — Customer · Manager · United States · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.

Skills named in the ad

CSATCompensation & BenefitsEscalation ManagementMentoringOnboardingZendesk

Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.

Carried by 1 source

The listing

About the role:

PetDesk’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 our frontline team through that change while keeping the experience customers rely on every day running smoothly. Your job is to coach and develop the team, help new hires ramp quickly, and set clear standards for quality. You will improve workflows and use AI to help customers get answers quickly, while ensuring team members spend their time where they add the most value. You will use data and customer insights to spot trends and pain points, and bring that voice of the customer to Support leadership and Product. You will work closely with these colleagues to ensure a consistent experience for every customer and pitch in wherever the team needs you.

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, and customers can stay in channel and reach a person when they need one
  • Dig into support data and customer feedback to find trends, root causes (including repeat contacts and rework), 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 customer outcomes, such as CSAT, fewer repeat contacts, and less rework, while keeping response and resolution times healthy
  • Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation
  • Experience building or deploying customer-facing AI or chat experiences (such as virtual agents or support platform AI features) and surfacing the right knowledge for agents who support multiple products
  • 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

    • 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 is committed to pay equity and transparency, from the candidate experience through every stage of employment. We put our best foot forward from day one with competitive, fair offers, so you don't have to negotiate your way to what you're worth. Compensation is benchmarked against industry market data and organized into pre-defined ranges for each role.

    We also believe great work deserves real recognition. Automatic annual increases tend to be small and spread evenly regardless of contribution, so we take a different approach. Adjustments are tied to clear performance criteria applied consistently to everyone, allowing us to invest most in the people making the biggest impact.

    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.

    Apply at jobs.lever.co

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