Senior Customer Experience Special Services Supervisor

Description

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.

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• 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
• 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,…