Manager, Customer Support

Our mission Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout , we aim to solve this by enabling clinics to offer pet wellness plans, that actually work. The opportunity Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the U.S. We’re a small but mighty startup team of <50 employees. We’re on the lookout for an experienced and remote Manager, Customer Support based in the USA (Texas or Georgia) to help support our clients with their wellness plans. The role At Snout, we're looking for a Manager, Customer Support who thrives on solving tough challenges in a fast-moving tech environment and leading a team that handles tier 1, 2, and 3 support across phone, email, and chat. In this role, you'll own the full support function: people, processes, performance. You'll be both a player and a coach. You’ll step into escalations when needed, while also hiring, onboarding, and developing a team of Customer Support Specialists through call reviews, quality assurance, and ongoing performance feedback. This is more than a management role; it's a builder role at a company where your work will have a direct and lasting impact. You'll partner cross-functionally to resolve systemic issues, surface customer insights that shape our product roadmap, and help define what world-class support looks like at Snout. On the operational side, you'll drive the metrics that matter: CSAT, SLA, resolution time, and churn, while building the systems and infrastructure that make great support possible at scale. That means designing efficient workflows, optimizing tools, developing the SOPs, macros, and knowledge base content your team needs to deliver a consistently exceptional experience for pet owners and vet clinics alike. You'll also dig into ticket trends, run root cause analysis, and implement proactive improvements that reduce volume and friction over time. Apply today and help Snout grow while making a lasting impact on pets and the people who love them. Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “what we’re looking for” including the first bullet point. If you need any accommodations during the application or interview process, please let us know — we’re happy to support you. What you’ll do Own daily support operations across phone, email, and chat, stepping in on escalations and complex cases as needed Lead, coach, and grow a team of Customer Support Specialists through hiring, onboarding, performance reviews, and ongoing QA feedback Build staffing plans to optimize coverage and reduce abandoned call rates Track and report on key metrics (CSAT, SLA, resolution time, churn) while identifying ticket trends and driving root cause analysis Develop and maintain SOPs, macros, and knowledge base content Design scalable workflows, optimize tooling (HubSpot, Slack, Notion), and implement reporting dashboards to improve efficiency and reduce ticket volume Partner cross-functionally to resolve systemic issues, surface customer insights, and advocate for product improvements based on support data What we're looking for 4+ years in customer support, with 2 years managing a team Experience in a high volume support environment Strong track record of improving metrics Analytical with the ability to identify trends and drive improvements Excellent coaching and leadership skills Comfortable with tools like Hubspot, Slack, Notion etc. Home office with reliable internet, webcam and microphone capabilities Flexibility to work weekend shifts and travel once a quarter What will make you stand out Experience building a support function from scratch or scaling a team Experience in fintech or healthtech Experience implementing support tools or automations Familiarity with QA frameworks and performance management systems A proactive mindset and willingness to take ownership of issues from start to finish Why you should join Snout Fast growing, venture capital backed technology company focused on improving access to veterinary care Ability to have a meaningful impact from Day 1, where your voice and opinion matters Unlimited potential to grow in your career, learn and expand your skillsets Collaborative, flexible, and friendly culture ❌ Why this role might not be a fit for you You aren't based in Texas or Georgia You don’t have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community A fast-moving, startup culture feels overwhelming to you You don’t enjoy helping clients and can’t handle dealing with negative or difficult clients You’re uncomfortable juggling multiple priorities and wearing multiple hats You aren’t comfortable with ambiguity and figuring things out as you go You don’t live near an airport, have the flexibility to travel or to work weekend shifts as needed Compensation $80 000 - $90 000 base salary + bonus plan / $100 000 OTE ⚕️ Benefits Day 1 medical/dental/vision benefits Flexible time off + 11 Snout calendar holidays Paid parental leave