Senior Customer Experience Special Services Supervisor

Whisker•Auburn Hills, MI

7d•Onsite

About The Position

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. 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.

Requirements

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)

Nice To Haves

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!

Responsibilities

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
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.