Ollie

Customer Experience Shift Manager

Ollie

full-time

Posted on:

Location Type: Remote

Location: Tennessee • Utah • United States

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About the role

  • 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.

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.
Benefits
  • 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
  • 1-week paw-ternity leave for new dog parents
  • Free Ollie subscription
  • Inspiring pack members!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
team managementcustomer servicerelationship buildinglisteningcommunicationproblem solvingimprovisationflexibilitycoachingleadership