Client Support Manager
Nest Veterinary
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Build the infrastructure that scales. You'll design SOPs and workflows for support triage, escalation, and resolution; implement systems to track tickets, SLAs, and customer feedback; and own our knowledge base from the ground up — articles, videos, internal documentation.
- Turn data into decisions. You'll create internal and partner-facing reports on ticket volume and trends, CSAT and response metrics, and product feedback themes — then surface those insights directly to Product, Hospital Success, and Leadership to drive continuous improvement.
- You'll sit at the intersection of everything. Work closely with Hospital Success on onboarding and lifecycle support, partner with Product and Engineering on bugs and usability issues, and support Sales with customer readiness, renewals, and testimonials.
- Build a team worth staying on. Manage and mentor Client Success Associates, set clear goals, run weekly syncs and 1:1s, and create a culture of empathy, ownership, and high performance. You raise the bar — and you make it feel good to be held to it.
Requirements
- 5-10 years in SaaS customer support with team management experience
- Prior startup experience required — you know what it means to build in a fast-moving, resource-constrained environment and you wouldn't have it any other way
- A builder's mindset — you're energized by creating structure where there isn't any yet
- Strong communicator across email, phone, and chat in fast-moving, high-stakes environments
- Proficient in support tooling and workflow automation
- Analytically sharp — you know how to find the signal in the noise and present it clearly
- High ownership, low ego — you do what it takes and bring others along with you.
Benefits
- 5X growth trajectory — your impact will be visible and immediate
- Category leadership — we're not chasing the market, we're defining it
- Ground-floor opportunity — shape customer experience infrastructure during the most exciting phase of our company
- Mission that matters — more pets getting the preventive care they need because of the work you do every day
- Teammates who show up — kind, motivated, and genuinely collaborative
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaS customer supportteam managementworkflow automationdata analysisreport creationticket trackingSLA managementcustomer feedback analysisknowledge base managementprocess design
Soft Skills
strong communicationteam buildingmentoringgoal settingempathyownershiphigh performanceanalytical thinkingadaptabilitycollaboration