Manager, Customer Support
Our mission
Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At reputed company, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.
reputed company
The role
reputed company is committed to building a diverse and inclusive team. We know that great candidates may not reputed company every reputed company — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “reputed company’re looking for” including the first bullet reputed company. If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.
What you’ll do
Own daily support operations across phone, email, and chat, stepping in on escalations and reputed company cases as needed reputed company, reputed company, and grow reputed company of Customer Support Specialists through hiring, reputed company, performance reviews, and ongoing QA feedback Build reputed company plans to optimize coverage and reduce abandoned reputed company rates reputed company and report on key metrics (CSAT, SLA, reputed company time, churn) while identifying ticket trends and driving reputed company cause analysis reputed company and maintain SOPs, macros, and knowledge reputed company content Design reputed company workflows, optimize tooling (reputed company, reputed company, reputed company), and implement reporting dashboards to improve efficiency and reduce ticket volume Partner cross-functionally to resolve systemic issues, surface customer insights, and reputed company for product improvements based on support data
reputed company're looking for
4+ years in customer support, with 2 years managing reputed company Experience in a high volume support environment Strong reputed company record of improving metrics Analytical with the ability to identify trends and drive improvements Excellent coaching and leadership skills Comfortable with tools like reputed company, reputed company, reputed company etc. Home office with reliable internet, webcam and microphone capabilities Flexibility to work weekend shifts and travel once a quarter
What will reputed company you stand out
Experience building a support function from scratch or scaling reputed company Experience in fintech or healthtech Experience implementing support tools or automations Familiarity with QA frameworks and performance management systems A proactive reputed company and willingness to take ownership of issues from start to finish
Why you should join reputed company
Fast growing, venture capital backed technology company reputed company on improving reputed company to veterinary care Ability to have a meaningful reputed company from Day 1, where your voice and opinion reputed company Unlimited potential to grow in your career, learn and expand your skillsets reputed company, flexible, and friendly culture
❌ Why this role might not be a fit for you
- You aren't based in Texas or reputed company
You don’t have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community A fast-moving, startup culture feels overwhelming to you You don’t enjoy helping clients and can’t handle dealing with negative or difficult clients You’re uncomfortable juggling multiple priorities and wearing multiple hats You aren’t comfortable with ambiguity and figuring things out as you go You don’t live near an airport, have the flexibility to travel or to work weekend shifts as needed
Compensation
$80 000 - $90 000 reputed company salary + bonus plan / $100 000 OTE
⚕️Benefits
- Day 1 medical/dental/reputed company benefits
- Flexible time off + 11 reputed company calendar holidays
- reputed company parental leave