Support Team Manager – Front Desk Operations (Evenings)
Animal Emergency & Referral Center of Minnesota (AERC) is seeking a Support Team Manager to lead our Front Desk team during our busiest hours. This is not a desk job—it's a hands-on leadership role where you'll work alongside your team, solve problems in real time, coach employees in the moment, and ensure every client receives compassionate, exceptional service during what is often one of the most stressful moments of their lives.
If you're an experienced people leader who thrives in a fast-paced environment and believes the best managers lead by example, we'd love to meet you.
What You'll Do
As our Front Desk Support Team Manager, you'll oversee the evening and overnight Client Service teams, ensuring smooth operations across our 24/7 emergency and specialty veterinary hospital. You'll spend the majority of your time on the floor—supporting your team, assisting clients, resolving challenges, and keeping patient flow moving.
You'll:
- Lead, coach, and develop a high-performing Front Desk team through visible, hands-on leadership.
- Work side-by-side with team members to provide outstanding client service during high-volume emergency situations.
- Foster a welcoming, compassionate environment for clients and referring veterinarians.
- Ensure consistent service standards, accountability, and teamwork across all evening and overnight shifts.
- Respond to operational challenges in real time, making decisions that support both patients and clients.
- Assist with staffing, shift coverage, workflow coordination, and scheduling adjustments to maintain excellent service.
- Partner with hospital leadership to improve processes and strengthen the client experience.
- Build strong working relationships between client service representatives, technicians, veterinarians, and hospital leadership.
What We're Looking For
- Proven experience leading and developing teams.
- A leader who enjoys being present on the floor rather than managing from an office.
- Outstanding communication, coaching, and conflict resolution skills.
- A calm, confident presence during busy or emotionally charged situations.
- Strong customer service background; veterinary or healthcare experience is highly preferred.
- Passion for creating a positive team culture built on accountability, collaboration, and service excellence.
Schedule
This position primarily supports our evening and overnight Front Desk teams. Evening availability is essential, and weekend and holiday availability is expected as part of supporting a 24/7 hospital.
Why AERC?
As Minnesota's largest locally owned emergency and specialty veterinary hospital, we care deeply about both our patients and our people. We believe great client experiences start with supported, engaged employees and leaders who are willing to jump in wherever they're needed.
If you're looking for a leadership role where you can make an immediate impact every shift—not just from behind a computer—we'd love to hear from you.
Lead with compassion. Support your team. Elevate the client experience. Apply today.
