CX Supervisor - Auburn Hills Michigan

Company: Whisker
Location: Auburn Hills, Michigan
Posted On: 05/04/2024

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether its a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 500+ passionate team members.What Youll Do:As a Customer Experience Supervisor, you will manage a support team in a dynamic omni-channel environment. The Customer Experience Supervisor is responsible for maintaining department service levels and may alternate between outlined leadership duties and agent-level tasks (assisting with call and email volume).This person will be overseeing a team of product specialists with a shift time of either Sun - Th 9 AM - 5:30 PM or Tue - Sat - 11 AM - 7:30 PM EST. Additional work may be required outside those hours.Essential Duties and Responsibilities:This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.Assists with all phases of delivering exceptional outcomes for customersManages daily activities of the team by monitoring department responsibilities within CRM and other platforms, and makes appropriate allocations of labor resources to meet daily productivity and service goalsProvides input to Sr. Director and CX Manager regarding workload volume and staffing needs to meet department service level targetsMaintains working knowledge of multiple technical products and platforms to provide maximum support to Specialists and customersCarries out responsibilities following Whisker policies and applicable lawsWill perform additional responsibilities as requiredLeadership Responsibilities:Directly supervises the department and a team of 10-15 non-exempt (hourly) Team MembersProvides weekly reporting to management on quality assurance initiatives, trends, gaps, and other relevant information to drive improvementResponsible for real-time analysis of department queues and anticipates necessary staffing or resource allotments to meet outlined goalsEffectively implements procedure and policy changes while maintaining or improving team moraleAchieves quality and efficiency targets through data-driven coaching and motivationEvaluates individual specialist and team performance via consistent coaching performance reviews and other methods neededAssists with new hire training and onboarding, including interviewing and collaborating with partners in HR during the recruitment processEnsures operational excellence through routine audits of specialist attendance and timecard adherenceOccasionally steps in as first-level support for customer escalations and uses a suite of resources, while demonstrating understanding to resolve complex customer issuesOccasionally oversees various project initiatives within the Customer Experience department, ensuring timely and successful adoption or implementation within the teamPartners with IT, operations, HR, Engineering, and other cross-functional teams to ensure specialists have all the necessary resources to provide exceptional serviceStrives to create an environment of continuous improvement through innovative solutions for both internal and external customersWhat You'll Bring:BA/BS in Communications, Business, Business Management, and/or equivalent experience5 years of experience in a customer support role3 years of leadership experience managing high-performing, agile teamsAbility to motivate and coach others through effective communicationHas an attention to detail and is an agile problem solverMaintains confidentiality of proprietary informationAbility to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptionsHigh degree of initiative, self-motivation, and ability to motivate othersAbility to establish and maintain cooperative working relationships with Team Members and colleaguesNot Required but Nice to HavePrevious experience with Dixa, Surfboard, Magento, Paylocity a plusExperience in the Pet Industry or a passion for pets!Benefits & Purrks:Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the why, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrows pet productsplus a whole lot of extras. You will also be provided with:Premium Medical/Dental/Vision insuranceLife InsurancePTO14 Paid HolidaysPaid Parental Leave401K with 4% MatchFlexible Work ArrangementsTop of the line equipmentLife InsuranceSupplemental Pet InsuranceStatement of Inclusivity: We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.#onsite1by Jobble More...

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