Customer Support Team Lead

Customer Support Team Lead (Remote) We're Growing Fast — And We’re building our team to scale Nest Veterinary is on track to 5X this year. We're the category leader in care plan infrastructure for veterinary practices, and we're building the team that will take us to the next level. If you thrive in fast-moving environments, love building things from scratch, and want your work to matter — this is your role. About Nest Veterinary Our mission is simple: make pet care accessible to every pet parent. We provide fully-managed, tech-enabled care plan solutions that help veterinary practices increase compliance, drive revenue, and deliver better preventive care — without the administrative burden. We're transforming an industry, and we're doing it with design-forward products and a team that genuinely cares about the outcome. The Role As a Customer Support Team Lead, you'll be responsible for leading the day-to-day performance of our support function while helping build the foundation for how Nest supports its partner practices at scale. This is not a “run the queue” role. You’ll coach your team, improve processes, and ensure every interaction reflects a high bar for quality, empathy, and efficiency. You’ll work closely with Product, Engineering, and Hospital Success to ensure issues are resolved quickly and insights are fed back into the business. At Nest, support is a critical part of the customer experience — and this role directly shapes how that experience feels. What You'll Own Team Leadership & Coaching 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. Support Operations & Queue Management 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. Process Improvement 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. Cross-Functional Collaboration 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. Reporting & Performance Tracking 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. What We're Looking For 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 Why Nest 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 Nest is an equal-opportunity employer. You are welcome at Nest for who you are, no matter where you come from or what you look like. Our platform is for everyone, and so is our workplace. Bring us your personal experience, your perspectives, and your background. It's in our differences that we will find the power to keep revolutionizing veterinary health care and help pets live longer, healthier, and happier lives.