Ollie delivers freshly cooked, human-grade food that's personalized to each dog's nutritional needs.

Customer Experience Shift Manager

Customer SupportCustomer SupportFull TimeRemoteTeam 51-200H1B No SponsorCompany Site LinkedIn

Location

Tennessee + 1 more

Posted

50 days ago

Salary

Not specified

English

Job Description

• Managing a team of Canine Care Advocates on duty during the allocated shift (9:30-6 PM MST) • Handling escalated customer situations and resolving these in accordance with established business guardrails • Partnering with the team to develop and implement new and updated training materials for the team • Partnering with the team to interview, recruit, and onboard new team members • Working with other leaders to implement best practices, SOPs, metrics, and KPIs • Delivering acceptable levels of team performance over time and working towards implementing new brand guidelines in talk tracks, scripts, emails, etc. • Help drive initiatives to accomplish our CX Vision of creating a world-class, genuinely kind customer experience. • Help to develop/coach our Canine Care Advocates not only in their KPIs and roles but their career development.

Job Requirements

You’ve previously worked in customer-facing roles and love engaging with people throughout the day.
You’ve successfully managed a team and enjoy the balance of leadership and individual contribution.
You are great at relationship-building- showing you care personally, and challenging directly.
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.