Teams at PetDesk

Provides remote product support through Zendesk tickets, live chat, and phone calls. Investigates and resolves technical issues, answers product questions, manages support queues, communicates solutions clearly, and advocates for customers by influencing product improvements and bug fixes. Collaborates with internal teams while building expertise in PetDesk products, mobile applications, and the veterinary care industry.

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.