Customer Solutions Manager

Shelterluv makes software for animal welfare organizations. We help our customers manage every aspect of the rehoming process from intakes to adoptions, as well as handle payments, manage foster programs, and keep animals healthy with up to date medical data. We believe that anyone can make a difference when given the right tools. We're dedicated to making sure that Shelterluv can help shelters and rescues everywhere. Customer Solutions Manager For a brief overview of Shelterluv and working here, check out the careerspage . Location: Remote (U.S.) • Team: Customer Solutions • Posted: August 2025 Compensation: $75,000 – $85,000 base salary Why Shelterluv Shelterluv builds modern software for animal welfare organizations. Our platform helps teams manage the full rehoming journey—from intake to adoption—plus payments, foster programs, medical records, and more. We believe the right tools help people do their best work (and help more pets go home faster). The Role As a Customer Solutions Manager , you’ll be the trusted guide for shelters and rescues using Shelterluv. You’ll work directly with customers via email, chat, and scheduled Zoom/Google Meet calls, and you’ll partner closely with Sales, Product, and Engineering to deliver a seamless, supportive experience. This position is a great fit for someone who thrives in a dynamic environment, enjoys problem-solving, and is passionate about making a difference in the animal welfare community. What You'll Do Serve as a product expert and consultant, understand how customers run their operations and help them get the most from Shelterluv. Investigate, reproduce, and document product issues in Jira; surface patterns and insights to Product and Engineering. Resolve support requests quickly, accurately, and empathetically via email, chat, and live calls, crafting clear explanations and creative workarounds. Leverage AI-powered tools to improve efficiency—whether in troubleshooting, drafting clear documentation, or analyzing customer feedback trends. Proactively check in with customers to understand sentiment, highlight value, and reduce churn; share voice-of-customer insights internally. Keep our internal docs current so teammates (and future you) have what they need. What You'll Bring Demonstrated success in customer-facing roles, with strong communication and relationship-building skills. Ability to remain composed and solutions-oriented under pressure. Highly organized and effective at prioritizing in a fast-changing environment. Tech-savvy, quick to learn new tools, and eager to grow your expertise. Strong written and verbal communication skills for both customer and internal audiences. A product mindset: you think in terms of workflows, edge cases, and continuous improvement. Nice to Have Experience working directly in animal welfare, shelter, rescue, or related. You understand the realities on the ground. Hands-on familiarity with: Shelterluv, Zendesk, HubSpot (or other CRMs), LogRocket, Jira/Atlassian, Slack, Google Workspace, Zoom/Google Meet, Trello, and screen-recording tools (e.g., Loom), AI tools and workflows Using AI to streamline customer support, documentation, data analysis, or automation 100% remote work (US); laptop and equipment allowance provided Monthly work-from-home stipend 100% Covered Medical Insurance with additional options for extended coverage including Vision and Dental Unlimited PTO 401(k) Premium ChatGPT Subscription How We Work Our Customer Solutions team supports clients, partners, and teammates with collaboration, adaptability, and a passion for service. We do what’s best for pets by supporting the people who care for them. Our Values Compassion: We show up for each other and our customers. Empowerment: With the right tools, people can do extraordinary things. Honesty: We’re transparent with ourselves and our customers. Commitment: When it’s hard, we lean in—because that’s what customers deserve. Growth: We evolve as individuals, as an organization, and as an industry leader. Shelterluv is an equal opportunity employer. We welcome candidates of all backgrounds and do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status. If you need accommodations during the hiring process, please let us know. #J-18808-Ljbffr Shelterluv