Lead from the front. You’ll manage and support Customer Support Associates, run daily and weekly check-ins, provide real-time coaching, and ensure the team is consistently delivering high-quality, customer-first support.
Own the day-to-day. You’ll oversee ticket queues across channels (email, chat, phone), ensure SLAs are met, manage escalations, and step in when needed to maintain service levels.
Make it better every week. You’ll identify trends in support tickets, uncover root causes, and implement process improvements that reduce volume, improve response times, and enhance the overall customer experience.
Be the bridge. You’ll partner with Product and Engineering on bugs and usability issues, align with Hospital Success on customer needs, and ensure feedback from the front lines is consistently shared and acted on.
Know the numbers. You’ll track key support metrics (CSAT, response time, resolution time, ticket trends), report on performance, and use data to drive decisions and improvements.

2+ years of experience in call center operations or customer support leadership
Strong customer-first mindset with a passion for problem-solving
Experience managing support queues in high-volume environments
Proven ability to coach, develop, and engage team members
Strong organizational and time management skills with the ability to prioritize effectively
Comfortable collaborating cross-functionally in fast-paced startup environments
Clear and confident communicator across written and verbal channels
Experience with Zendesk, including Help Center management, macros, tags, workflows, and reporting
Experience leveraging AI tools and workflows within support operations
Ability to analyze data and translate insights into process improvements
Ability to navigate ambiguity and adapt in a fast-growing environment

5X growth trajectory — your work will directly shape how we scale
High visibility role — every hospital launch has your fingerprints on it
Mission that matters — more pets getting the preventive care they need because practices are set up to succeed
Ground-floor opportunity — help define what great implementation looks like at a category-leading company
Teammates who show up — kind, motivated, and genuinely collaborative

Customer Support Team Lead

Key skills