Customer Experience Supervisor - Social Media

Description :

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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.

What You'll Do :

The Customer Experience Supervisor - Social Media leads a high-performing team dedicated to delivering best-in-class customer experiences across social media and product review platforms. This individual brings deep expertise in social media engagement, customer care strategy, and cross-functional alignment to ensure brand-aligned, empathetic, and timely communication with our online communities. This role is ideal for a strategic, customer-obsessed leader who thrives in fast-paced environments and understands the nuances of supporting customers in highly visible forums.

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.

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 Reddit, Facebook, X (Twitter), Instagram, TikTok, and product review 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%)

Leadership Responsibilities :

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 make 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

Requirements : What You'll Bring :

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. If you are driven to excel and wish to collaborate with top professionals who share the same high standards, this is the ideal environment for YOU!

Not Required but Nice to Have

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!

Schedule

This salaried position offers flexibility within a Tuesday-Saturday workweek, requiring adaptability to meet business needs and project demands. Schedule requirements to be discussed with your Manager.

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.

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