Customer Solutions Manager

Shelterluv

Job Description

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

This is a full time job