Customer Experience Omnichannel Supervisor

Description

Whisker, formerly known as AutoPets, 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 it’s 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 600+ passionate team members. We are onsite 4+ days a week.

What You’ll Do:

Schedule

This salaried position offers flexibility within a Tuesday-Saturday workweek, requiring adaptability to meet business needs and project demands. Schedule requirements to be discussed with your Manager.

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.

• Lead and develop a team of 10-15 Omnichannel Specialists and ensure they consistently meet performance metrics and provide effective customer service to Whisker customers
• Develop specialists and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning
• Evaluate team's performance and makes recommendations for staffing, pay increases, promotions, terminations, staffing, etc to CX Manager and Sr. Director
• Create and execute realistic action steps and timelines for the team with a strict attention to details and performance
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Achieve team performance excellence to ensure high quality and high volume productivity
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• Fulfilling the customer’s necessities while providing an exceptional customer experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the company’s brand, its clients and assets, by adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Maintains working knowledge of multiple technical products and platforms to provide maximum support to Specialists and customers
• Will perform additional responsibilities as required;

Leadership Responsibilities:

• Directly supervises the department and a team of 10-15 non-exempt (hourly) Team Members
• Provides reporting to management on quality assurance initiatives and scores, utilization rates, wrap times, trends, gaps, and other relevant information to drive improvement
• Responsible for real-time analysis of department queues and anticipates necessary staffing or resource allotments to meet outlined goals
• Participates in the daily activities of their team in the event of understaffing
• Evaluates the team's performance and make recommendations for staffing, promotions, terminations, staffing, etc, to the CX Managers and Sr. Director
• Evaluates individual specialist and team performance via consistent coaching performance reviews and other methods needed
• Drives organizational change through innovation and process improvement, eliminating friction points for the team while maintaining or improving team morale
• Assists with new hire training and onboarding, including interviewing and collaborating with partners in HR during the recruitment process
• Ensures operational excellence through routine audits of specialist attendance and timecard adherence
• Occasionally steps in as first-level support for customer escalations and uses a suite of resources while demonstrating understanding to resolve complex customer issues
• Oversees various project initiatives within the Customer Experience department, ensuring timely and successful adoption or implementation within the team
• Maintains working knowledge of multiple technical products and platforms to
  provide maximum support to Specialists and customers
• Partners with IT, operations, HR, Engineering, and other cross-functional teams to ensure specialists have all the necessary resources to provide exceptional service
• Strives to create an environment of continuous improvement through innovative solutions for both internal and external customers

Requirements

What You’ll Bring:

• BA/BS in Communications, Business, Business Management, and/or equivalent experience
• 5+ years of experience in a customer service or customer success role
• 3+ years of leadership experience managing high-performing, agile teams
• Ability to motivate and coach others through effective communication
• Has an attention to detail and is an agile problem solver
• Excellent verbal and written communication
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• Ability to work autonomously with a high degree of initiative, self-motivation, and motivate others through ambiguity
• Maintains confidentiality of proprietary information
• Ability to establish and maintain cooperative working relationships with Team Members and colleagues
• Tenacity! Our work culture is dynamic and demanding, requiring tenacity and dedication. If you are driven to excel and wish to collaborate with top professionals who share the same high standards, this is the ideal environment for YOU!

Not Required but Nice to Have

• Previous experience with Sprout, Dixa, Surfboard, Magento, Paylocity a plus
• Experience 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 tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day "pawternity" leave for new pet adoption
• Pet Insurance Discount
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program

Statement 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.

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