Director of Yourgi Operations & Support
About the position Welcome to Destination Pet. We are One Pack- a united team working together to elevate the love and lives of pet families. Our pet-obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us! We are looking to add the Director of Support & Operations - Yourgi to our team! LOCATION: FullyRemote REPORTS TO: Chief Digital Marketing Officer PAY: $120,000 -$150,000/annually. Responsibilities • Build & Lead the Team: Recruit, mentor, and guide a multi-channel support team responsible for customer and service provider inquiries (both operational and technical).• Deploy Modern Support Tools: Develop and integrate scalable processes using third-party support platforms (e.g., Zendesk, Intercom) enhanced by AI (e.g., chatbots, predictive analytics) for email, chat, phone, and in-app support. • Oversee Payment Operations: Manage transaction disputes, fraud prevention, tax compliance, multi-party payments, financial statements, and subscription models; coordinate with third-party APIs (ACH, bolthires Pay, PayPal, Venmo, etc.). • Lead a technical support team capable of diagnosing and resolving complex SaaS platform issues swiftly and effectively.• Implement frameworks and KPIs to monitor, report, and continuously improve service quality, ensuring a consistent, positive user experience. • Create and maintain comprehensive training materials that clearly address the needs of both customers and service providers. • Design onboarding programs, best-practice guides, and continuous learning opportunities for service providers to optimize platform usage and compliance. • Integrate training content into support systems to deflect low-complexity inquiries and maximize efficiency and customer satisfaction.• Develop and enforce ongoing quality assurance programs to uphold service excellence and maintain high customer satisfaction. • Establish clear guidelines for handling non-compliance, customer complaints, and performance issues, proactively protecting pets, people, and the Yourgi brand. • Identify and implement AI-driven improvements to streamline support workflows and enhance user satisfaction. • Establish dashboards and track key performance indicators (KPIs) for response times, resolution rates, and service provider quality.• Work with Product, Marketing, Finance, and Technology teams to align support operations with broader business goals, address customer pain points, and refine the end-to-end user journey. • Foster a customer-centric culture built on empathy, teamwork, and continuous improvement. • Provide ongoing feedback, set clear performance metrics, and offer professional development opportunities to ensure team success and retention. Requirements • Bachelor's degree in business, Operations, or a related field (MBA preferred but not required).• 7+ years of experience supporting SaaS-based products, ideally in marketplace or gig-economy platforms (e.g., pet care, ride-sharing, home services). • Proven track record of managing payment operations and multi-party transactions. • Experience using AI-driven solutions and integrating APIs to automate and enhance support processes. • Demonstrated ability to manage background checks, quality assurance programs, and develop robust training materials. Nice-to-haves • Expertise in building and expanding customer support operations using call centers, AI-based chatbots, and self-service portals.• Strong knowledge of legal and safety standards for service providers, along with quality assurance best practices. • Proficiency in third-party support platforms (e.g., Zendesk, Intercom) and analytics tools for performance tracking and customer insights. • Ability to balance high-level strategy with hands-on operational tasks in a fast-paced environment. • A commitment to delivering empathetic, effective service and support. • Skilled at partnering with cross-functional teams and engaging with senior stakeholders.• A bias for action, with the ability to identify root causes and drive continuous improvement. • Genuine interest in pets and the pet care industry. Benefits • ComprehensiveBenefits: Health, vision, dental, long- & short-term disability, and life insurance. • Generous 401(k) match. • Exclusive discounts on various pet care services. • Paid time off (PTO) and a fully remote work environment. • Opportunities for rapid career advancement within an innovative, fast-growing organization. Apply tot his job