About the role: PetDesk’s Support team handles thousands of conversations every month with veterinary clinics and pet parents, and the way we deliver that support is changing fast. This role exists to lead our frontline team through that change while keeping the experience customers rely on every day running smoothly. Your job is to coach and develop the team, help new hires ramp quickly, and set clear standards for quality. You will improve workflows and use AI to help customers get answers quickly, while ensuring team members spend their time where they add the most value. You will use data and customer insights to spot trends and pain points, and bring that voice of the customer to Support leadership and Product. You will work closely with these colleagues to ensure a consistent experience for every customer and pitch in wherever the team needs you.