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Dexian

Dexian

via Indeed

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Manager of Support Team

Anywhere
full-time
Posted 10/1/2025
Verified Source
Key Skills:
Team Management
KPI Setting
Scheduling
AI Technology
API Understanding
Veterinary SaaS
Tech Support

Compensation

Salary Range

$85K - 100K a year

Responsibilities

Lead and optimize a support team by managing schedules, KPIs, AI-driven improvements, client support, and team development.

Requirements

Requires 3 years in veterinary SaaS tech support, 2 years managing teams, API knowledge, KPI and schedule creation experience, and familiarity with AI.

Full Description

Job Summary: We are seeking a Manager of Support to lead and oversee our Support Team. This senior leadership role is key to ensuring that our clients receive excellent service and that our platform continues to thrive. You will be responsible for shaping and implementing the strategy for a dynamic, scalable support function, with the goal of building a responsive, high-performing team. If you have a passion for improving customer experiences and utilizing technology to enhance support processes, we’d love to hear from you. Must-Haves: • Work for a SaaS Company in Veterinary Tech (currently) • Worked in Software/Tech Support • Understands API, writing APIs • Managed a team before and create their KPI structure and schedule • Strong understanding of AI and other tech tools that can improve support functions Nice-to-Haves: • AI Impact on Other Initiatives/Long-Term Goals: • They need to create a better structure for this team for long term support Key Responsibilities: • Scheduling: Organize and adjust team schedules based on support needs, ensuring adequate coverage during peak times. • Leverage Technology for Improvement: Explore and implement AI-driven technologies to streamline and improve the support process. • Monitor Performance: Set clear Key Performance Indicators (KPIs) for the support team, track progress, and generate weekly reports to ensure continuous optimization. • Create & Maintain Knowledgebase: Develop a comprehensive knowledge base that can support both the team and the AI chatbot, enhancing efficiency. • Enhance Productivity & Responsiveness: Design and implement strategies that increase team productivity, improve response times, and ensure the accuracy of support. • Client Support: Manage and prioritize tickets from high-value clients, ensuring quick resolutions and proactive follow-up. • Team Development: Foster career growth within the team through individualized development plans, training programs, and regular team meetings to review performance and strategize for future improvements. Budget & Financial Responsibilities: • Support: Collaborate in the development of the annual budget for the IT department, with a focus on the support function. • Costing & Productivity Measures: Contribute to developing cost-effective strategies while ensuring productivity levels remain high. This is a fulltime opportunity Dexian is supporting, will be fulltime with end client. Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status. Job Type: Full-time Pay: $85,000.00 - $100,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Paid time off • Retirement plan • Vision insurance Experience: • managing a team : 2 years (Required) • Help Desk Support : 3 years (Required) • Veterinary SaaS : 3 years (Required) • AI: 1 year (Preferred) • KPI setting, schedule creation, etc.: 3 years (Required) Work Location: Remote

This job posting was last updated on 10/7/2025

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