Customer Experience Shift Manager

Summary

Join Ollie's Canine Care team as a Customer Experience Shift Manager! This remote position, based in Nashville, TN, or Salt Lake City, UT, involves leading a team of customer experience sales associates. You will develop training materials, monitor team performance, handle escalated customer issues, and collaborate on recruiting and onboarding. The ideal candidate possesses call center management experience, excels in customer interaction, and prioritizes pet well-being. Ollie offers a competitive salary, benefits, and a positive work environment.

Requirements

• You’ve previously managed a team in a call-center environment
• You are great at relationship-building and showing you care personally and can challenge directly
• You thrive in customer-facing roles and love engaging with people throughout the day
• You are a good listener, efficient, and self-motivated, with a patient and solution-oriented approach
• You excel in both written and verbal communication, providing clear and thoughtful responses to pup parents’ inquiries
• You put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own
• You’re good at thinking on your feet and improvisation
• You like finding new ways to tackle challenges; nothing catches you off guard
• You prefer flexibility and guardrails over rigid rules
• You’re a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you
• You’re fun! You don’t mind occasional sloppy dog kisses and appreciate a good meme

Responsibilities

• Lead and manage a team of Canine Care Advocates within the Customer Experience department
• Assist in the development and implementation of new and updated training materials for the team
• Monitor individual and team performance, ensuring KPIs and other goals are met, consistently delivering acceptable levels of team performance
• Handle escalated customer situations and resolve these in accordance with established business guidelines
• Collaborate with the management team to interview, recruit, and onboard new team members
• Work with CX management to implement best practices, SOPs, metrics, and KPIs
• Foster a culture of continuous improvement and consistently work toward implementing new brand guidelines in talk tracks, scripts, emails, etc
• Drive initiatives to fulfill our CX Vision of creating a world-class, genuinely kind customer experience
• Work to develop and coach your team members in both KPI’s and career growth

Preferred Qualifications

• You have a Bachelor’s Degree from an accredited four-year college or university
• You have previous experience leading a customer-facing team in a D2C products company- preferably pet products, health foods, or consumables
• You have experience with Gladly or a similar customer service platform is a plus
• You’re interested in working in a pet-friendly, fast-moving environment

Benefits

• Competitive salary, commission, and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Unlimited vacation policy that you're encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members!