PetDesk

Lead and develop a frontline support team, modernize service workflows with automation and AI, and use customer data to improve resolution rates and product experience. | Requires 7+ years in customer support or experience, including 4+ years of people leadership, preferably in B2B SaaS, and proficiency with platforms such as Zendesk. | 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 that change while keeping the experience customers rely on every day running smoothly. As Sr. Manager, Customer Support, you’ll lead a frontline team that helps clinics and pet parents get the most out of our products, and you’ll be accountable for the satisfaction, loyalty, and trust that support builds. Your job is to move us toward more complete, first-time resolutions by modernizing workflows, using automation and AI where they make sense, and making sure people step in where they add the most value. You’ll use data and customer insights to spot trends and pain points, and you’ll bring that voice of the customer to Product and other partners to drive real improvements. You’ll also coach and develop the team so they’re equipped and motivated to do their best work. This is a hands-on role for someone who enjoys talking directly with customers and pitches in wherever the team needs it. \n 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 \n $114,000 - $130,000 a year 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. \n 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.

Lead and optimize customer experience systems and insights, manage CX tools and reporting, and drive adoption and operational efficiency across teams. | Requires 5+ years in customer experience or related operations with leadership experience, proficiency in CX tools, analytics, process improvements, and team management. | About the role: The Director, Customer Experience Systems & Insights is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success. This role will translate company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board. Reporting into the Chief Customer Experience Officer, this role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making. \n Apply if you're excited to: • Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs • Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization • Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams • Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights • Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed About you: • Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management • 5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity • Experience building reporting and analytics infrastructure used by executive leadership • Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions • Experience managing a team, including at least one direct analyst or coordinator-level report • Track record of process improvements with measurable impact on efficiency or cost • Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued • Demonstrated experience utilizing AI for building and/or optimizing processes • Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools \n$144,000 - $164,000 a year Performance Bonus: In addition to the above pay range, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals. \n 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 performance review from multiple perspectives. Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

Lead design, scaling, and optimization of customer experience systems and insights to drive decision-making and operational efficiency. | Requires 5+ years in customer experience or related operations with leadership experience, expertise in CX tools, analytics, process improvements, and team management. | About the role: The Director, Customer Experience Systems & Insights is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success. This role will translate company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board. Reporting into the Chief Customer Experience Officer, this role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making. \n Apply if you're excited to: • Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs • Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization • Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams • Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights • Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed About you: • Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management • 5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity • Experience building reporting and analytics infrastructure used by executive leadership • Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions • Experience managing a team, including at least one direct analyst or coordinator-level report • Track record of process improvements with measurable impact on efficiency or cost • Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued • Demonstrated experience utilizing AI for building and/or optimizing processes • Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools \n$144,000 - $164,000 a year Performance Bonus: In addition to the above pay range, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals. \n 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 performance review from multiple perspectives. Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

Lead and optimize customer experience systems, tools, and reporting to drive business insights and operational efficiency. | 5+ years in customer experience or related operations with leadership experience, expertise in CX tool stacks, reporting, process improvements, and AI utilization. | About the role: The Director, Customer Experience Systems & Insights is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success. This role will translate company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board. Reporting into the Chief Customer Experience Officer, this role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making. \n Apply if you're excited to: • Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs • Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization • Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams • Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights • Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed About you: • Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management • 5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity • Experience building reporting and analytics infrastructure used by executive leadership • Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions • Experience managing a team, including at least one direct analyst or coordinator-level report • Track record of process improvements with measurable impact on efficiency or cost • Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued • Demonstrated experience utilizing AI for building and/or optimizing processes • Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools \n$144,000 - $164,000 a year Performance Bonus: In addition to the above pay range, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals. \n 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 performance review from multiple perspectives. Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

Design and scale systems optimizing customer journey, manage CX tech stack, implement automation, and provide data insights to leadership. | 5+ years in customer experience or operations with 2+ years leadership, proficiency in CX tools like Salesforce, Gainsight, Zendesk, and experience building executive reporting. | About the role: The Director, Customer Experience Systems & Insights is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success. This role will translate company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board. Reporting into the Chief Customer Experience Officer, this role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making. \n Apply if you're excited to: Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed About you: Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management 5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity Experience building reporting and analytics infrastructure used by executive leadership Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions Experience managing a team, including at least one direct analyst or coordinator-level report Track record of process improvements with measurable impact on efficiency or cost Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued Demonstrated experience utilizing AI for building and/or optimizing processes Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools \n $144,000 - $164,000 a year Performance Bonus: In addition to the above pay range, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals. \n 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 performance review from multiple perspectives. Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.