Manager, Customer Support at Snout – Dallas, Texas

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.

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.

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.