Petvisor

Customer Support

• Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction
• Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues
• Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixes
• Become a subject matter expert on PetDesk products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction
• Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards

Product Support Specialist

• Ensure the highest levels of customer satisfaction via phone and tickets
• Make system change requests (ex., Rename extension, change phone routes)
• Troubleshoot and resolve hardware issues, including guiding customers through phone reboots and factory resets
• Enable system integrations for customers
• Conduct remote diagnostics and troubleshooting
• Resolve or Escalate customer requests/issues promptly
• Review, Analyze, and Evaluate trends on common system issues and communicate these to the company

Phone Customer Support Specialist, Contract

Manager

• Lead an implementation team responsible for managing the deployment and integration of VoIP solutions to veterinary practices
• Ensure a seamless onboarding experience for customers from initial purchase to setup of infrastructure
• Oversee all aspects of the VoIP implementation process, continuously refining workflows to improve efficiency and customer satisfaction
• Design scalable onboarding and deployment frameworks, establishing implementation KPIs and operational metrics
• Drive cross‑functional planning for product launches, aligning teams on timelines, processes, and readiness
• Own capacity planning and hiring roadmap while developing a strong bench of Team Leads and Managers
• Regularly evaluate current implementation processes, identifying gaps and leading optimization efforts
• Coordinate resources, timelines, and deliverables with Sales, Build, Customer Success, Support, and other teams
• Act as the escalation point for complex implementation challenges, resolving technical issues and keeping projects on track
• Ensure thorough documentation of project progress and maintain transparency throughout the implementation process

Senior Manager, Phones Implementation

Customer Success Manager

• Own the post-sales experience at PetDesk, driving adoption and retention and maximizing the return on a customer’s technology investment
• Ensure the overall success of 400+ accounts
• Analyze strategic customer activities and opportunities and quickly build consultative relationships with veterinary practice managers and owners through targeted emails, short videos, and conversations
• Take a proactive, data-driven approach and have a deep understanding of PetDesk solutions

Product Designer

• Apply modern user-centered design principles and tools to create engaging, intuitive experiences
• Collaborate closely with cross-functional teams to understand user needs, craft visually appealing designs
• Deliver high-quality solutions that align with business goals
• Take ownership of UX projects from start to finish, driving research, design execution, and user testing

Senior Product Designer

Operations

• Review, validate, and process discount claims daily, including triaging the Manual Review Queue for flagged claims and making approval or denial decisions based on program eligibility rules.
• Investigate denial patterns and claim exceptions by performing root cause analysis and recommending process or rule adjustments to reduce resubmission rates.
• Support reconciliation activities by verifying claim data accuracy across clinic, program, and reimbursement reports.
• Collaborate with the Claims Operations Manager and engineering teams to document workflow gaps, suggest automation opportunities, and contribute to SOP and QA framework development.

Product Support Specialist

Phone Customer Support Specialist, Contract

Senior Manager, Phones Implementation

Customer Success Manager

Senior Product Designer

Claims Operations Analyst