Customer Support Team Lead

🕒 May 6

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Nest Veterinary

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

☁️ SaaS

🤝 B2B

SaaS • B2B

Nest Veterinary is a SaaS provider that builds and operates white‑labeled wellness plan software for veterinary practices. The platform enables clinics to design custom wellness plans for dogs and cats, streamlines fast client signup, automates member management and billing (including two‑way PIMS integrations and high payment capture), and delivers analytics, reporting, and training to drive recurring revenue, compliance, and client loyalty. Customers report large increases in signups, revenue, and diagnostic activity after migrating to Nest.

📋 Description

• Lead from the front. You’ll manage and support Customer Support Associates, run daily and weekly check-ins, provide real-time coaching, and ensure the team is consistently delivering high-quality, customer-first support. • Own the day-to-day. You’ll oversee ticket queues across channels (email, chat, phone), ensure SLAs are met, manage escalations, and step in when needed to maintain service levels. • Make it better every week. You’ll identify trends in support tickets, uncover root causes, and implement process improvements that reduce volume, improve response times, and enhance the overall customer experience. • Be the bridge. You’ll partner with Product and Engineering on bugs and usability issues, align with Hospital Success on customer needs, and ensure feedback from the front lines is consistently shared and acted on. • Know the numbers. You’ll track key support metrics (CSAT, response time, resolution time, ticket trends), report on performance, and use data to drive decisions and improvements.

🎯 Requirements

• 2+ years of experience in call center operations or customer support leadership • Strong customer-first mindset with a passion for problem-solving • Experience managing support queues in high-volume environments • Proven ability to coach, develop, and engage team members • Strong organizational and time management skills with the ability to prioritize effectively • Comfortable collaborating cross-functionally in fast-paced startup environments • Clear and confident communicator across written and verbal channels • Experience with Zendesk, including Help Center management, macros, tags, workflows, and reporting • Experience leveraging AI tools and workflows within support operations • Ability to analyze data and translate insights into process improvements • Ability to navigate ambiguity and adapt in a fast-growing environment

🏖️ Benefits

• 5X growth trajectory — your work will directly shape how we scale • High visibility role — every hospital launch has your fingerprints on it • Mission that matters — more pets getting the preventive care they need because practices are set up to succeed • Ground-floor opportunity — help define what great implementation looks like at a category-leading company • Teammates who show up — kind, motivated, and genuinely collaborative