JOB SUMMARY:

We are seeking a Manager of Support to lead and oversee the Vetspire Support Team. This senior leadership role is key to ensuring that Vetspire’s clients receive excellent service and that our platform continues to thrive. You will be responsible for shaping and implementing the strategy for a dynamic, scalable support function, with the goal of building a responsive, high-performing team. If you have a passion for improving customer experiences and utilizing technology to enhance support processes, we’d love to hear from you.

KEY RESPONSIBILITIES:

• Lead & Build a High-Performing Support Team: Recruit, train, and manage a talented support team focused on Vetspire’s platform.
• Optimize Support Scheduling: Organize and adjust team schedules based on support needs, ensuring adequate coverage during peak times.
• Leverage Technology for Improvement: Explore and implement AI-driven technologies to streamline and improve the support process.
• Monitor Support Performance: Set clear Key Performance Indicators (KPIs) for the support team, track progress, and generate weekly reports to ensure continuous optimization.
• Create & Maintain Knowledgebase: Develop a comprehensive knowledge base that can support both the team and the AI chatbot, enhancing efficiency.
• Enhance Productivity & Responsiveness: Design and implement strategies that increase team productivity, improve response times, and ensure the accuracy of support.
• VIP Client Support: Manage and prioritize tickets from high-value clients, ensuring quick resolutions and proactive follow-up.
• Team Development: Foster career growth within the team through individualized development plans, training programs, and regular team meetings to review performance and strategize for future improvements.

BUDGET & FINANCIAL RESPONSIBILITIES:

• Support Budgeting: Collaborate in the development of the annual budget for the IT department, with a focus on the support function.
• Costing & Productivity Measures: Contribute to developing cost-effective strategies while ensuring productivity levels remain high.