Remote Customer Experience Shift Manager - Pet Care

About the Role

We are seeking a Remote Customer Experience Shift Manager to join our passionate team at Ollie. This role is pivotal in ensuring that every dog and their parent receives the best possible experience. As a Customer Experience Shift Manager, you will lead a dedicated team of Canine Care Advocates, ensuring that our customers receive top-notch service from box to bowl.

What You'll Do

• Manage a team of Canine Care Advocates during the allocated shift (9:30 AM - 6 PM MST).
• Handle escalated customer situations and resolve them in accordance with established business guidelines.
• Collaborate with the team to develop and implement new training materials.
• Participate in the recruitment and onboarding of new team members.
• Work with other leaders to implement best practices, SOPs, metrics, and KPIs.
• Drive initiatives to accomplish our CX vision of creating a world-class customer experience.
• Coach Canine Care Advocates in their KPIs and career development.

Requirements

• Previous experience in customer-facing roles.
• Proven track record of managing a team.
• Excellent relationship-building skills.
• Strong written and verbal communication skills.
• Empathy and understanding towards pets and their owners.
• Problem-solving mindset with a flexible approach.
• Fun and engaging personality.

Nice to Have

• Bachelor’s Degree from an accredited institution.
• Experience leading a customer-facing team in a D2C products company.
• Familiarity with Gladly or similar customer service platforms.

What We Offer

• Competitive salary & annual bonus.
• 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 and 1-week paw-ternity leave for new dog parents.
• Free Ollie subscription.
• A supportive and inspiring team environment.