Director of Yourgi Operations & Support

About the position 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. Responsibilities • 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.). • Lead a technical support team capable of diagnosing and resolving complex SaaS platform issues swiftly and effectively. • Implement frameworks and KPIs to monitor, report, and continuously improve service quality, ensuring a consistent, positive user experience. • Create and maintain comprehensive training materials that clearly address the needs of both customers and service providers. • Design onboarding programs, best-practice guides, and continuous learning opportunities for service providers to optimize platform usage and compliance. • Integrate training content into support systems to deflect low-complexity inquiries and maximize efficiency and customer satisfaction. • Develop and enforce ongoing quality assurance programs to uphold service excellence and maintain high customer satisfaction. • Establish clear guidelines for handling non-compliance, customer complaints, and performance issues, proactively protecting pets, people, and the Yourgi brand. • Identify and implement AI-driven improvements to streamline support workflows and enhance user satisfaction. • Establish dashboards and track key performance indicators (KPIs) for response times, resolution rates, and service provider quality. • 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. • Foster a customer-centric culture built on empathy, teamwork, and continuous improvement. • Provide ongoing feedback, set clear performance metrics, and offer professional development opportunities to ensure team success and retention. Requirements • 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. • Experience using AI-driven solutions and integrating APIs to automate and enhance support processes. • Demonstrated ability to manage background checks, quality assurance programs, and develop robust training materials. Nice-to-haves • Expertise in building and expanding customer support operations using call centers, AI-based chatbots, and self-service portals. • Strong knowledge of legal and safety standards for service providers, along with quality assurance best practices. • Proficiency in third-party support platforms (e.g., Zendesk, Intercom) and analytics tools for performance tracking and customer insights. • Ability to balance high-level strategy with hands-on operational tasks in a fast-paced environment. • A commitment to delivering empathetic, effective service and support. • Skilled at partnering with cross-functional teams and engaging with senior stakeholders. • A bias for action, with the ability to identify root causes and drive continuous improvement. • Genuine interest in pets and the pet care industry. Benefits • Comprehensive Benefits: Health, vision, dental, long- & short-term disability, and life insurance. • Generous 401(k) match. • Exclusive discounts on various pet care services. • Paid time off (PTO) and a fully remote work environment. • Opportunities for rapid career advancement within an innovative, fast-growing organization. Apply tot his job