Customer Support Manager
Core
Lead a team of support associates to optimize customer experience processes, manage onboarding/training, and act as the 'Voice of CX' for a veterinary software platform.
Role type
Senior IC Customer Support Manager
Builds
Scalable customer support operations and CX workflows for a veterinary practice management and procurement platform
Domain
Veterinary healthcare technology / SaaS
Required skills
Team leadership, process optimization, multichannel support operations, ticketing system management, cross-functional collaboration, performance measurement
Preferred skills
Tech/start-up experience, vendor relationship management
Technologies
Intercom, ticketing systems
Responsibilities
Manage and scale a team of support associates, define and measure team objectives, partner with leadership to align support strategy with business goals, work cross-functionally to relay feature requests to engineering, maintain company support best practices
Seniority
Senior, hands-on IC with management responsibilities