Director of Yourgi Ops & Support

Welcome to Destination Pet. We are One Pack- a united team working together to elevate the love and lives of pet families. Our pet-obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us!

We are looking to add the Director of Support & Operations – Yourgi to our team!  

LOCATION: Fully Remote 

REPORTS TO: Chief Digital Marketing Officer 

PAY: $120,000 -$150,000/annually 

CORE RESPONSIBILITES:  

1. Support & Operations Leadership 

• Build & Lead the Team: Recruit, mentor, and guide a multi-channel support team responsible for customer and service provider inquiries (both operational and technical). 

• Deploy Modern Support Tools: Develop and integrate scalable processes using third-party support platforms (e.g., Zendesk, Intercom) enhanced by AI (e.g., chatbots, predictive analytics) for email, chat, phone, and in-app support. 

• Oversee Payment Operations: Manage transaction disputes, fraud prevention, tax compliance, multi-party payments, financial statements, and subscription models; coordinate with third-party APIs (ACH, Apple Pay, PayPal, Venmo, etc.). 

• Technical Troubleshooting: Lead a technical support team capable of diagnosing and resolving complex SaaS platform issues swiftly and effectively. 

• Quality Assurance: Implement frameworks and KPIs to monitor, report, and continuously improve service quality, ensuring a consistent, positive user experience. 

2. Training & Knowledge Management 

• Develop Training Resources: Create and maintain comprehensive training materials that clearly address the needs of both customers and service providers. 

• Onboarding & Ongoing Education: Design onboarding programs, best-practice guides, and continuous learning opportunities for service providers to optimize platform usage and compliance. 

• Leverage AI & Self-Service: Integrate training content into support systems to deflect low-complexity inquiries and maximize efficiency and customer satisfaction. 

3. Service Provider Compliance & Quality 

• Quality Standards: Develop and enforce ongoing quality assurance programs to uphold service excellence and maintain high customer satisfaction. 

• Policy & Procedure Development: Establish clear guidelines for handling non-compliance, customer complaints, and performance issues, proactively protecting pets, people, and the Yourgi brand. 

4. Operational Excellence & Customer Experience 

• Process Optimization: Identify and implement AI-driven improvements to streamline support workflows and enhance user satisfaction. 

• Performance Measurement: Establish dashboards and track key performance indicators (KPIs) for response times, resolution rates, and service provider quality. 

• Cross-Functional Collaboration: Work with Product, Marketing, Finance, and Technology teams to align support operations with broader business goals, address customer pain points, and refine the end-to-end user journey. 

5. Team Management & Development 

• Leadership & Culture: Foster a customer-centric culture built on empathy, teamwork, and continuous improvement. 

• Performance & Growth: Provide ongoing feedback, set clear performance metrics, and offer professional development opportunities to ensure team success and retention. 

REQUIREMENTS:  

Education & Experience:  

• Bachelor's degree in business, Operations, or a related field (MBA preferred but not required). 

• 7+ years of experience supporting SaaS-based products, ideally in marketplace or gig-economy platforms (e.g., pet care, ride-sharing, home services). 

• Proven track record of managing payment operations and multi-party transactions. 

• Technical Savvy: Experience using AI-driven solutions and integrating APIs to automate and enhance support processes. 

• Training & Compliance: Demonstrated ability to manage background checks, quality assurance programs, and develop robust training materials.  

Skills:  

Operational & Strategic Skills 

• Scalable Support Architecture: Expertise in building and expanding customer support operations using call centers, AI-based chatbots, and self-service portals. 

• Compliance & QA: Strong knowledge of legal and safety standards for service providers, along with quality assurance best practices. 

• Systems & Data: Proficiency in third-party support platforms (e.g., Zendesk, Intercom) and analytics tools for performance tracking and customer insights. 

• Strategic Execution: Ability to balance high-level strategy with hands-on operational tasks in a fast-paced environment. 

Leadership & Mindset 

• Customer-First Orientation: A commitment to delivering empathetic, effective service and support. 

• Collaborative Leadership: Skilled at partnering with cross-functional teams and engaging with senior stakeholders. 

• Problem-Solving: A bias for action, with the ability to identify root causes and drive continuous improvement. 

• Industry Passion: Genuine interest in pets and the pet care industry. 

Benefits & Perks: 

• Comprehensive Benefits: Health, vision, dental, long- & short-term disability, and life insurance. 

• Retirement Savings: Generous 401(k) match. 

• Pet Care Discounts: Exclusive discounts on various pet care services. 

• Work-Life Balance: Paid time off (PTO) and a fully remote work environment. 

• Professional Growth: Opportunities for rapid career advancement within an innovative, fast-growing organization. 

Destination Pet LLC affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.
Destination Pet LLC endeavors to make our employment website and application process accessible to all users and applicants. In doing so, we provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our recruitment team.
 
At Destination Pet, we're all about creating a workplace that's bursting with diversity and inclusivity. We don't play favorites or judge folks based on skin color, religion, gender, age, disability, or any other protected characteristics. Our hiring decisions are solely based on what you can bring to the team. So, we're throwing the door wide open for all like-minded candidates who believe in celebrating and honoring diversity and inclusion. Ready to join our pack?