Customer Experience Shift Manager

Whisker•Auburn Hills, MI

18h•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. What You’ll Do: The Customer Experience Shift Manager will oversee daily operations for a remote team during assigned shifts. This role ensures operational excellence and exceptional service delivery through hands-on supervision, real-time coaching, and immediate issue resolution during business hours. Schedule: Full-time. Regularly scheduled hours for this role are Monday, Tuesday, and Friday, 1:00 PM - 9:30 PM EST, Saturday and Sunday 8:15 AM - 5:15 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.

Requirements

Associate's degree or equivalent experience in customer service management
5+ years experience in customer service-based management role
Experience with shift operations in a multi-channel contact center (phone, email, chat, and social media)
Experience with data analytics and generating reports
Demonstrates a high level of engagement and active collaboration contributing to a positive team environment
Proven ability to manage teams in fast-paced, real-time environments
Experience with workforce management and real-time monitoring tools
Proficient in Microsoft Office, Google Suite, and call center software platforms
Strong coaching skills with ability to provide immediate, constructive feedback
Excellent decision-making skills under pressure
Outstanding communication skills for both team members and customers
Flexibility to work various shifts including evenings, weekends, and holidays
Ability to maintain composure and professionalism during high-stress situations
Strong problem solving skills and demonstrated ability to take initiative
Strong multitasking abilities with attention to detail
Experience with escalation management and conflict resolution
Self-motivated with ability to work independently during off-peak hours
Collaborative approach to working with other shift managers and departments
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)

Responsibilities

Maintains exceptional customer experience standards throughout assigned shift
Responsible for real-time monitoring of contact center metrics across multiple channels and takes immediate corrective action when needed
Provides on-the-spot coaching and feedback to team members during shift operations
Handles escalated customer issues and complex problem resolution in real-time
Manages shift scheduling, break rotations, and staffing adjustments based on call volume
Conducts brief shift huddles to communicate daily priorities and updates
Ensures adherence to quality standards and company policies during shift hours
Monitors system performance and coordinates with IT for immediate technical issue resolution
Approves time adjustments, overtime, and manages attendance during shift
Tracks and reports on shift-specific KPIs and performance metrics
Manages customer and internal escalations requiring immediate attention
Ensures smooth shift transitions through detailed handoff communications
Addresses urgent operational issues and implements immediate solutions
Provides floor support and assistance to representatives as needed
Documents shift incidents, achievements, and areas for improvement
Maintains team morale and motivation throughout the shift
Ensures proper coverage and resource allocation based on real-time demands
Communicates urgent issues to management and other shift leaders
Supports new hire shadowing and on-the-job training during shift
Maintains safety protocols and ensures compliance with all regulations
Adapts quickly to changing business needs and customer demands during shift hours
Takes ownership of high-priority projects assigned by leadership—often involving ambiguous goals, evolving conditions, or new operational areas.
Strives to create an environment of continuous improvement through innovative solutions for both internal and external customers.
Performs additional responsibilities when required