Manager, Product Support

About the role:

We're seeking a Product Support Manager with a proven track record in technical software and client relations. This role requires a unique combination of technical expertise, leadership skills, and an unwavering commitment to customer satisfaction. Your primary responsibility will be to lead and oversee a team of 14 support professionals, ensuring they provide top-quality technical assistance to veterinary clinics and mobile app users. Your role will be essential in driving continuous process improvement, streamlining workflows, and ensuring the delivery of high-quality resolutions and support services.

Collaboration is vital as you'll work closely with cross-functional teams, including Customer Success, Implementation, Product, and Sales, to enhance the overall customer experience. 

Apply if you're excited to:

• Lead and scale the Product Support team by nurturing professional growth through one-on-one coaching, setting clear expectations, and recruiting new team members
• Maintain high team performance standards with KPIs like productivity, response time, quality, and customer satisfaction (CSAT)
• Develop and implement tools and metrics that proactively elevate the customer experience
• Provide technical support services to customers as needed and offer guidance for escalations
• Prioritize, escalate, and manage customer critical issues and escalations
• Drive a forward-thinking and strategic environment 
• Utilize data to drive decisions and create a strategic environment to keep us at the forefront of the industry
• Foster internal and external knowledge management among teams, as well as be a stakeholder for our external Help Center
• Forge robust relationships with Engineering, Product Management, and Customer Experience teams to ensure the voice of the customer is consistent and well-represented
• Proactively implement SaaS best practices related to Product/Support to enable teams to be more efficient and effective
• Manage critical relationships with third-party integration partners to ensure seamless software functionality and up-time

About you:

• Minimum 3+ years of demonstrable success managing a multi-faceted technical/support team at a SaaS or technology-related company
• Strong leadership, team management, and interpersonal skills
• Flourish in a fast-paced, high-growth environment, driven by a sense of accountability and unwavering attention to detail
• Expert working knowledge of Jira, Zendesk, Slack, and G-suite products
• Proven record of successfully and proactively monitoring trends and making data-driven decisions to elevate team strategy and outcomes

Benefits & Perks 

• 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

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.

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