Senior Customer Experience Special Services Supervisor at Whisker

Auburn Hills, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Apr, 26

Salary

0.0

Posted On

24 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Leadership, Coaching, Problem Solving, Performance Evaluation, Technical Knowledge, Project Management, Communication, Team Management, Continuous Improvement, Collaboration, Training, Customer Experience, Data Analysis, SOP Creation, VIP Service

Industry

Manufacturing

Description

Description Whisker is redefining what it means to live with cats—designing intelligent systems that remove friction, elevate the everyday, and celebrate the quiet brilliance of feline companionship. Today, Litter-Robot leads the category. Tomorrow, an entire ecosystem that expands what’s possible for cats and the people who love them. We believe the future is feline. And we’re imagining that future today. We work onsite 4+ days a week, with our team based in Auburn Hills, Michigan, and Juneau, Wisconsin. Our team of 700+ passionate pet people thrives on collaboration, innovation, and the occasional office cameo from a four-legged friend. What You’ll Do: The CX Sr. Special Services Supervisor leads a high-performing second-level support team and drives crucial programs like video appointment support and VIP service segmentation. This role combines strategic leadership and team oversight with the operational execution of complex initiatives and hands-on support. Essential Duties and Responsibilities: This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary. Assists with all phases of delivering exceptional outcomes for customers Manages daily activities of the team by monitoring department responsibilities within CRM and other platforms, and makes appropriate allocations of labor resources to meet daily productivity and service goals Evaluates individual specialist and team performance via consistent coaching performance reviews and other methods needed Provides input to CX Leadership regarding workload volume and staffing needs to meet department service level targets Maintains working knowledge of multiple technical products and platforms to provide maximum support to Specialists and customers Carries out responsibilities following Whisker policies and applicable laws Directly supervises the Outbound Team of 10-15 non-exempt (hourly) team members and all department-related initiatives Provides weekly reporting to management on quality assurance initiatives, trends, gaps, and other relevant information to drive improvement Builds, launches, and manages the inbound appointments calendar and video support appointment program, and ensures scalable execution as the program grows Oversees outbound communication programs related to shipment delays, last-mile delivery issues, and other proactive outreach Acts as a point of escalation for complex, sensitive, or high-impact customer issues Takes ownership of high-priority projects assigned by leadership—often involving ambiguous goals, evolving conditions, or new operational areas Creates and maintains SOPs, process maps, and program documentation to enable consistent communication related to last-mile delivery initiatives Supports the rollout of VIP customer segmentation and defines what “white-glove service” looks like for our most valued clients, while identifying opportunities to craft memorable high-touch moments throughout the support journey Supports in crafting specialty QA scorecards reflective of executing white-glove service throughout the customer journey Works closely with Training and Development to optimize onboarding and continuing education to ensure specialists are up to speed on new product and service offerings Occasionally steps in as first-level support for customer escalations and uses a suite of resources while demonstrating understanding to resolve complex customer issues Oversees various project initiatives within the Customer Experience department, ensuring timely and successful adoption or implementation within the team Partners with IT, operations, HR, Engineering, and other cross-functional teams to ensure specialists have all the necessary resources to provide exceptional service Strives to create an environment of continuous improvement through innovative solutions for both internal and external customers. Will perform additional responsibilities when required Leadership Responsibilities: Directly supervises department Teams. Carries out supervisory responsibilities following Whisker policies and applicable laws. Responsibilities include interviewing, training, and hiring, planning, assigning and directing work, appraising performance, addressing team issues, and upholding safety and quality guidelines. Requirements What You’ll Bring: BA/BS in Communications, Business, Business Management, and/or equivalent years of experience 7+ years of experience in a customer support role 3+ years of leadership experience managing high-performing, agile teams Ability to motivate and coach others through effective communication Has an attention to detail with the ability to effectively problem solve Effective management through a high degree of ambiguity and changing priorities Maintains confidentiality of proprietary information Experience in establishing KPIs and metric goals based on the most important behavioral drivers Ability to maintain a professional atmosphere in a dynamic environment with numerous interactions and interruptions Self-starter with the ability to motivate others Ability to establish and maintain cooperative working relationships with Team Members and colleagues Maintains confidentiality of proprietary information Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions A high degree of initiative, self-motivation, and ability to motivate others Ability to establish and maintain cooperative working relationships with Team Members and colleagues Comfortable with office pets (cats, dogs) Not Required but Nice to Have! Previous experience with Dixa, AfterShip, Surfboard, Magento, Paylocity, Calendly a plus Experience with leading teams responsible for VIP or high-touch customer segmentation High degree of technical acumen or the ability to become proficient in a technical suite of products Experience in the Pet Industry or a passion for pets! Schedule Full-time. Regularly scheduled hours for this role are Sunday through Thursday, 10 AM - 6:30 PM EST. Please note that flexibility in coverage may occasionally be required based on the needs of the business to ensure we're able to deliver exceptional customer support. We will do our best to provide ample notice for any changes or updates. Benefits & Purrks: Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with: Premium Medical/Dental/Vision insurance Paid parental leave Whisker Parents Program 1 day "pawternity" leave for new pet adoption Pet Insurance Discount 401K match Flexible spending accounts Company-paid short-term disability and life insurance Employee Assistance Program (EAP) Generous paid time off 14 Paid Holidays Top of the line equipment Pet-friendly office Whisker products and swag Continuing education Support On-site gym with Peloton Referral program Statement of Inclusivity: We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive. Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.

Responsibilities

The Senior Customer Experience Special Services Supervisor leads a second-level support team and manages programs like video appointment support and VIP service segmentation. This role involves strategic leadership, team oversight, and hands-on support for complex initiatives.