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.