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SalaryAbout the role
This is an exciting opportunity for a strong SaaS Support and "Customer Care" Manager with proven website and client liaison experience to be part of a growing Customer Experience team at PetDesk. In this leadership position, you will manage a remote team of 6 Website Support Specialists who provide post-sales technical assistance to our customers in North America. Daily tasks include coaching and supporting your team as they troubleshoot and resolve tickets, conducting ticket audits to assess response quality, identifying knowledge gaps, monitoring inbound customer communication, and serving as an escalation point. A successful candidate is unafraid of taking on additional responsibilities or challenges to ensure the team's overall success - this may mean jumping in as a team player to knock out customer responses or taking over complex requests to bring back solutions for the team.
Apply if you're excited to
- Lead day-to-day management and productivity of the team, report on daily/weekly key performance metrics to VP of Customer Experience
- Lead by example by providing technical support services to escalated or complex customer requests and support the team in exceeding ticket expectations
- Hold regular training and team meetings to review progress toward daily/weekly goals and to build and maintain a high-performing team
- Contribute to PetDesk's initiatives by establishing and implementing tools and metrics to drive and deliver a proactive, customer-focused experience
- Prioritize, escalate, and manage critical issues, delivering value by aligning PetDesk's solutions to address customers' short and long-term support needs
- Establish and maintain proactive communication with key customers
- Build strong relationships with Implementation and Web Design teams to ensure customer needs are well represented
- Continually evaluate and implement strategies to scale the Web Support team to hit and exceed business goals utilizing available resources
About you
- Minimum 2-3 years of demonstrable success managing a multi-faceted Technical Success team at a website design and marketing company
- Professional experience in WordPress, DNS management, Google Analytics, website creation, domain handling, web hosting platforms, SSL certificates, and web development (HTML, CSS, JavaScript)
- Working knowledge of Zendesk
- Demonstrable team leadership experience and the ability to monitor trends and use data to drive decision-making and team strategy
- Excellent communication skills and the ability to present technical issues clearly and concisely to a general audience, both verbally and in writing
- Attention to Detail - a lot of time will be spent following client specs and ensuring the team has appropriately delivered
- Thrive in a fast-paced, high-growth environment with a strong drive and sense of accountability
Benefits & Perks
PetDesk is a remote organization focused on a culture, infrastructure, and ecosystem that supports team members' participation in critical decisions and information sharing, regardless of location. Benefits and perks include:
- 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 & 13 Paid Annual Holidays
- Paid Parental Leave
- Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
- $250 Annual Stipend for Learning and Development
Pay Range
Petvisor is the parent company of a family of brands that includes PetDesk, Vetstoria, WhiskerCloud, Kontak, and Groomer.io. Petvisor equips veterinary practices and pet services businesses with a suite of mobile-enabled tools, facilitating better communication, service, and client retention. The company's innovative approach supports over 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents globally.
We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves at work. We encourage varied approaches and points of view to cultivate an inclusive workplace where difference is valued. Diversity fuels innovation and strengthens our bond with our customers and the communities we serve.
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.
Notice at Collection to Applicants Residing in California
Depending on your location, the California Consumer Privacy Act (CCPA) may regulate how we manage job applicants' data. Our full notice outlining how your data will be processed as part of the application procedure for application locations is available at this link. By submitting your application, you agree to our use and processing of your data as required.
