Location: Remote (US or CAN)
Department: Client Success
Reports to: Director of Client Success
About MoeGo 🐾
MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents.
Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.
About the Role
We're looking for a hands-on Customer Support Manager to lead MoeGo's frontline support team day to day, managing two Support Leads and the specialist team behind them. You'll run a 24/7 global operation that handles tens of thousands of customer conversations each quarter, with AI resolving a large share of simpler volume and the team focused on more complex issues.
You'll own staffing, coverage, quality, and team performance, and keep improving the systems behind them: workforce forecasting, capacity planning, AI automation, and QA. You'll partner closely with Implementation, Customer Success, Product, and Engineering to resolve escalations quickly and reduce repeat issues at the source.
Key Responsibilities:
Team Leadership
Directly manage two Support Leads, and through them the specialist team across shifts and time zones
Develop the Support Leads into stronger operators, delegating day-to-day queue and shift management while building their ownership of forecasting, QA, and automation
Set clear performance expectations, run 1:1s, and partner with leads on hiring, onboarding, and performance issues
Own escalation paths so leads and specialists know when and how to escalate
Operations and Workforce Management
Own demand forecasting, scheduling, and shift coverage to maintain 24/7 response targets
Monitor queue health in real time and adjust staffing as volume shifts, including seasonal peaks
Build headcount and capacity plans based on volume trends and AI deflection
Quality and Customer Experience
Run the QA program, including scoring rubrics, calibration, and coaching loops
Own CSAT, first response time, resolution time, and backlog metrics, and act on trends
Maintain support macros, workflows, and knowledge base content
AI and Automation
Partner on AI resolution performance, identifying gaps and tuning content and workflows
Find opportunities to automate repetitive work and reduce manual handling
Cross-functional Partnership
Manage bug and incident escalations with Engineering, including prioritization and customer communication
Surface product feedback and top contact drivers to Product with supporting data
Coordinate with Implementation and CS on customer handoffs and at-risk accounts
Reporting
Deliver weekly and monthly reporting on volume, performance, quality, and staffing
Flag operational risks early with a recommended plan
Minimum Qualifications:
4+ years in customer support, with 2+ years leading a frontline team
Experience with forecasting, scheduling, and coverage planning for a multi-shift team
Experience running or improving a QA program
Comfortable working with support data to diagnose problems and make staffing decisions
Strong written communication and ability to work with technical and non-technical partners
Preferred Qualifications:
Experience leading 24/7 or globally distributed support teams
Experience with AI-assisted support tools
Experience in SaaS, especially SMB or vertical SaaS
Familiarity with Intercom, Salesforce, or similar tools
Experience managing through high-growth periods or seasonal volume spikes
MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching.
MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.