Customer Experience Supervisor - Social Media

Whisker • Auburn Hills, MI

179d

About The Position

Whisker, formerly known as AutoPets, is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better. As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better. Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 700+ passionate team members. We are onsite 4+ days a week.

Requirements

• BA/BS in Communications, Business, Business Management, and/or equivalent experience
• 5+ years of experience in a customer service or customer success role
• 3+ years of leadership experience managing high-performing, agile teams
• 2+ years of experience leading customer support teams, with a focus on social media or public engagement support
• Experience handling public-facing communication or high-pressure situations with tact and speed across high-visibility platforms.
• Ability to motivate and coach others through effective communication
• Has an attention to detail and is an agile problem solver
• Excellent verbal and written communication
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• Ability to work autonomously with a high degree of initiative, self-motivation, and motivate others through ambiguity
• Maintains confidentiality of proprietary information
• Ability to establish and maintain cooperative working relationships with Team Members and colleagues
• Tenacity! Our work culture is dynamic and demanding, requiring tenacity and dedication.

Nice To Haves

• Previous experience with Sprout, Dixa, Surfboard, Magento, Paylocity a plus
• Experience with social analytics platforms, including RedditPro
• Understanding or experience managing third-party review platforms like TrustPilot or BazaarVoice
• Experience in the Pet Industry or a passion for pets!

Responsibilities

• Leads and develops a team of Social Media Specialists and ensures they consistently meet performance metrics while providing effective customer service and delivering exceptional care across social media platforms.
• Monitors and guides responses to public-facing customer inquiries, ensuring alignment with brand tone, empathy, and accuracy.
• Serves as the key liaison between the Social Media Support Team and senior leadership, proactively identifying trends, risks, and opportunities to enhance the customer experience.
• Tracks and analyzes performance metrics, ensuring that service levels, quality, and delivery standards meet service level expectations and continuous improvement initiatives.
• Oversees the development of internal documentation, playbooks, and workflows that promote operational consistency and quality.
• Develops specialists and their skill sets to provide growth opportunities through guidance and mentorship in conjunction with succession planning.
• Collaborates with cross-functional partners—including PR, Marketing, and Product—to escalate emerging issues, align on messaging, and coordinate campaign or response plans.
• Creates and executes realistic action steps and timelines for the team with strict attention to detail and performance.
• Achieves team performance excellence to ensure high-quality and high-volume productivity.
• Recruits, hires, and builds a team of highly productive candidates through coaching, collaboration, and the motivation of staff.
• Coordinates with the Training Manager to develop resources for both internal and external partners for new products, support updates, and customer service techniques to ensure the team remains informed on changes.
• Performs additional responsibilities as required, including travel for leadership or training purposes (not expected to exceed 10%).
• Directly supervises the department and a team of 10-15 non-exempt (hourly) Team Members.
• Provides reporting to management on quality assurance initiatives and scores, utilization rates, wrap times, trends, gaps, and other relevant information to drive improvement.
• Responsible for real-time analysis of department queues and anticipates necessary staffing or resource allotments to meet outlined goals.
• Participates in the daily activities of their team in the event of understaffing.
• Evaluates the team's performance and makes recommendations for staffing, promotions, terminations, staffing, etc., to the CX Managers and Sr. Director.
• Evaluates individual specialist and team performance via consistent coaching performance reviews and other methods needed.
• Drives organizational change through innovation and process improvement, eliminating friction points for the team while maintaining or improving team morale.
• Assists with new hire training and onboarding, including interviewing and collaborating with partners in HR during the recruitment process.
• Ensures operational excellence through routine audits of specialist attendance and timecard adherence.
• 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.
• Maintains working knowledge of multiple technical products and platforms to provide maximum support to Specialists and customers.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree