Teams at PetDesk

Leads the technical vision and architecture for a new platform and business line. Designs scalable APIs, data pipelines, distributed systems, and third-party integrations while ensuring reliability, observability, and maintainability. Provides hands-on C#/.NET development, guides contractor teams, translates business requirements into delivery plans, manages technical risks and dependencies, and establishes AI-assisted engineering practices using tools such as Claude Code.

Leads a seven-person Customer Success team across named and pooled engagement models. Responsibilities include coaching, hiring, workload allocation, queue health, adoption, churn and downgrade reduction, escalation management, expansion opportunity identification, reporting, CRM data quality, and continuous improvement of CS plays and workflows. The role partners cross-functionally with Support, Product, Implementation, and Sales and requires up to 25% travel.

Leads and develops a frontline customer support team serving veterinary clinics and pet parents. Responsibilities include coaching, onboarding, quality management, daily support operations, escalation handling, workflow optimization, AI and automation adoption, support analytics, customer insight analysis, and cross-functional partnership with Product and CX. The manager also engages directly with customers and drives improvements to CSAT, first-contact resolution, and response times.