Wagmo · 1 day ago
Customer Support Team Lead
New York City
Full-time
Hybrid
Mid, Senior Level
$85K/yr - $100K/yrWagmo is a new type of pet health company focused on empowering responsible pet parenting through top-tier pet benefits. The Customer Support Team Lead will manage the day-to-day execution of customer support, lead a team of Support Specialists, and ensure high-quality service for customers.
Property & Casualty InsurancePetB2CInsurance
Responsibilities
Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance, quality, and customer experience
Build a culture of trust, accountability, and continuous improvement through regular 1:1s, coaching, and performance management
Raise the bar on support quality by providing direct, actionable feedback and developing strong judgment and ownership across the team
Own the day-to-day execution of customer support, ensuring timely, accurate, and consistent service across all channels
Serve as the primary escalation owner for complex or sensitive customer issues, making sound judgment calls and coaching the team to handle similar situations independently over time
Operationalize support processes that drive consistency and scale, including documentation, workflows, training, and KCS-style resources
Identify gaps or inefficiencies in current operations and partner with leadership to implement pragmatic, high-impact improvements
Monitor queues, coverage, and workload to meet SLAs without reliance on heroics
Qualification
Required
Proven experience managing and developing a customer support or service team, with direct ownership of performance management, coaching, and day-to-day execution
A strong track record of leading a small team (approximately 5 people) through clear expectations, regular feedback, and consistent accountability
Demonstrated ability to handle escalations and high-stakes customer situations with sound judgment, balancing empathy, policy, and efficiency
Experience building consistency and raising quality through operational rigor, including documentation, training, workflows, and repeatable processes
Strong communication skills and comfort delivering direct, constructive feedback that drives improvement and builds trust
Ability to operate effectively in a fast-moving, scaling environment where priorities evolve and managers are expected to lead with autonomy
Familiarity with modern support tooling and workflows, and the ability to use them to improve team performance and customer outcomes
Benefits
Comprehensive health, vision, and dental coverage
HSA/FSA
401(k) retirement planning with employer matching
Unlimited paid time off
Annual company holidays
Additional company-wide recharge days off
12 weeks parental leave for eligible employees
Company paid Wagmo pet wellness and insurance plans
Regular company-wide events and team gatherings
[For NYC office-based roles] Pet-friendly office
[For NYC office-based roles] Catered lunches
Company
Wagmo
Wagmo operates a pet wellness platform that offers pet insurance and routine care.
Founded in 2018
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$24.49MKey Investors
Erie Strategic VenturesRevolution VenturesHarlem Capital,Vestigo Ventures
2024-01-18Series Unknown
2023-08-22Series A· $8.87M
2022-07-01Seed
Leadership Team
Christie Horvath
Founder / CEO
Jessica Bryant
Chief Operating Officer
Recent News
Business Wire
2026-01-06
Company data provided by crunchbase