Teams at PetDesk

Leads and develops a frontline customer support team serving veterinary clinics and pet parents. Responsibilities include coaching, onboarding, quality management, daily support operations, escalation handling, workflow optimization, AI and automation adoption, support analytics, customer insight analysis, and cross-functional partnership with Product and CX. The manager also engages directly with customers and drives improvements to CSAT, first-contact resolution, and response times.

Leads and develops a frontline customer support team serving veterinary clinics and pet parents. Modernizes workflows through automation and AI, improves resolution and satisfaction metrics, analyzes support data and feedback, partners with Product to address customer pain points, and coaches team members. The role is hands-on, requiring direct customer engagement and cross-functional influence.

Lead post-sales software implementations for veterinary clinic customers by gathering requirements, configuring solutions, conducting training, resolving issues, and managing onboarding progress. Build customer relationships, provide best-practice guidance, document configurations in the CRM, generate implementation reports, and collaborate with Sales, Product, Support, and Customer Success teams. Manage a pipeline of approximately 30–40 customers and conduct 3–4 customer calls daily.