Senior Team Lead, Customer Care

  • Full-time

Company Description

Pet360 - Company Overview

 

Pet360 Inc. is the largest and fastest growing integrated media & ecommerce company dedicated to the U.S. consumer pet industry. We are headquartered in the Philadelphia area with offices in NYC, Miami, Colorado and Louisville and have distribution centers on both coasts.  We are redefining the pet parenting experience by providing pet owners easy access to the tools and resources they need – trusted information from a team of experts, connections to other pet parents, and convenient online ordering solutions for pet food, meds and supplies.

As the company continues to grow, we’re looking to expand the Pet360 Pack by adding talented individuals who enjoy an innovative, fast-paced and entrepreneurial environment where change is encouraged and your impact is instantly visible. The company is backed by leading private equity and venture capital firms and is well capitalized to continue our exceptional growth. The Pet360 family of brands includes Pet360.com – a highly personalized website dedicated to simplifying pet parenting, petMD.com – the world’s leading online resource for pet health information, PetFoodDirect.com – the most complete pet food and supply retailer online, and Pet360 Media – the leading digital media network for advertisers, publishers and bloggers looking to target pet parent households. Today, our network reaches more than 12 million pet parents each month!

Job Description

Act as point of contact for team members to provide support for customer issues; handle escalated calls when required.

  • First priority every day - Make the Customers Happy
  • Second priority every day – be a Leader
  • Coach and develop team members in Pet360 policy, procedures and quality initiatives
  • Handle customer escalations as needed
  • Participate in new hire training
  • Oversee call volume and ensure that call handling needs are being met
  • Communicate procedural updates and policy changes to the teams in a timely manner
  • Contribute to annual performance reviews for Care representatives
  • Proactively update Care Management of customer feedback, suggested policy/procedural improvements, as well as potential employee relations issues
  • Assist in documenting department policies and procedures

Qualifications

  • 3-5 yrs experience in an inbound customer service environment, ecommerce experience a major plus
  • 2+ years supervisory experience – a MUST!
  • Ability to coach/council employees in a positive, constructive manner
  • Strong oral and written communication skillsAttention to detail, excellent documentation and follow-up skills
  • Demonstrated ability to handle challenging customers in a professional manner and resolve issues in a quickly manner
  • Ability to quickly adapt in a dynamic work environment and make independent decisions
  • Must be a team player and possess the ability to foster and maintain a positive team dynamic; ability to lead by example and uphold the core values of Pet360 customer service
  • Advanced problem solving skills and the ability to work collaboratively with other team members
  • Must have strong computer skills and the ability to multi-task in a fast-paced environment.  Familiarity with Excel, navigating the internet and work in multiple applications at one time.
  • Demonstrated ability to be self-directed and achieve sustainable results
  • Exhibits flexibility to meet the changing needs of the business
  • Ability to build positive working relationships by phone and email with remote teams (corporate office, warehouse staff)

Additional Information

Resumes submitted without salary expectations/requirements will not be reviewed.

Must have prior supervisory experience


  • Must be reliable and able to work overtime/holidays as neede
  • Assigned shift will be evening/weekend day(s)
  • Must love pets and the needs of pet owners


This is a full time, non- exempt (hourly) position including a full benefits package: paid time off after 90 days, medical, dental, 401k with company match, and a generous product discount. Lots of other fun company perks too! Please include salary requirements with cover letter.