Ollie · 19 hours ago
Customer Experience Shift Manager
Salt Lake City, UT
Full-time
Remote
Mid Level
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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.
Qualification
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Required
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.
Most importantly, you’re fun! You don’t mind occasional sloppy dog kisses and appreciate a good meme.
Preferred
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
Company
Ollie
At Ollie, we love dogs and the people who love them. It’s this passion that defines Ollie as an innovative pet wellness brand.
Founded in 2016
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$67.93MKey Investors
Canaan Partners
2024-03-26Series D· $21.35M
2020-03-31Series Unknown· $29.3M
2019-08-29Series Unknown· $0.28M
Leadership Team
Nick Stafford
CEO
Matt Cantatore
President
Recent News
2024-10-21
2024-06-05
2024-06-05
Company data provided by crunchbase
