Manager, Vetify Supplier Support (B2B Customer Support)

📋 Description

• Lead Vetify Supplier Support across internal teams and BPO partners; multilingual support.
• Manage Team Leads and frontline staff; coaching and performance management.
• Own day-to-day case management: routing, prioritization, backlog, resolution quality.
• Drive automation and AI adoption; measure impact on efficiency.
• Lead process improvements to simplify workflows and CSAT/NPS.
• Standardize documentation and SOPs across Vetify support and partners.

🎯 Requirements

• 5+ years of experience managing a call center or support center with frontline teams and first-line leaders.
• Experience managing multi-site or partner/BPO operations; performance mgmt and quality oversight.
• Strong knowledge of support center operations: case management, SLAs, staffing, queue management, escalation, CSAT metrics.
• Experience with Salesforce Service Cloud or similar CRM; Salesforce experience is a plus.
• Familiarity with automation and AI in support operations (virtual assistants, chatbots, AI-driven routing/knowledge tools) and tech adoption.
• Proficiency with Microsoft Office (Excel, PowerPoint) for reporting and executive-ready presentations.

🎁 Benefits

• Hybrid schedule (Tue-Thu in office; Mon/Fri remote) near Calgary or Lehi.
• Office locations in Calgary and Lehi; commute preferred.
• Multilingual support environment (English, Spanish, Canadian French).
• Opportunity to collaborate with cross-functional teams and BPO partners.
• Exposure to automation and AI initiatives in supplier support.