Customer Service Team Lead

Customer Service Team Lead Job Description

Are you hoping to combine your passion for pets with a once-in-a-career growth opportunity? Prana Pets is the U.S. company you’ve always dreamed of working for. Founded in 2016 and headquartered in beautiful Denver, Colorado, Prana Pets is a health and wellness leader in the pet products industry. We are seeking a Customer Service Team Lead to join our high-performing team.

Located in South, Central, or North America, this full-time position is remote, but feel free to take advantage of our hybrid model: working-from-home and/or working within our Colorado office. If you love helping pet parents discover holistic approaches to care for their pets, and are a detail-oriented pet lover, please apply today!

Prana Pets empowers pet parents in their holistic journeys to transform their pet's wellness. Buying our best-in-class natural products and herbal remedies, customers tell us they save time and money compared to the cost and inconvenience of visiting their vets. Market leaders such as Amazon , Amazon UK , and Chewy sell our products. Ranking #3,501 , we are honored to make Inc.

magazine’s 5000 list of the fastest-growing private companies in America for three years in a row. With an above average Net Promoter Score of 81 over the industry benchmark of 52, customers rate us 4.6 out of 5 stars across 10,907 reviews. Each day, we focus on delighting our customers while being the best job ever for our employees.

Reporting to the Prana Pets Co-founder, the Customer Service Team Lead is a player / coach leading customer service, sales, and growth initiatives.

Leading the customer service team with three current direct reports, proactively drive and achieving company key performance indicators (KPIs).

Net promoter score (NPS) of 70 or higher.

Customer service satisfaction of 4 out of 5 stars or higher.

Retain customers.

Cross-sell / upsell customers.

Increase order frequency to 1.5x or more.

Increase average order value (AoV).

Over 12 months, increase Gorgias help desk automation rate from 38% in October, 2025 to make incremental improvements of +1% per month.

This team member brings knowledge, empathy, and passion to helping pet parents.

CUSTOMER SERVICE

Coach. The three customer service team members report to this team lead.

Proactively and intentionally manage direct reports and vendors.

Implement management framework.

Measure each team member daily/weekly/monthly against KPIs, monitor calls, etc.

Proactive coaching.

Provide rewards and/or convey consequences.

Training. Develop training, including tools, write scripts, and more.

Accelerate the adoption of automations and artificial intelligence (AI) in customer service and sales customer journeys, internal workflow, software, and across the company.

Prepare reports, summarizing lessons learned, and scheduling / hosting debrief meetings

Audits, reviews, and refine standard operating procedures (SoPs).

Schedule team work hours.

Other duties as assigned.

SALES

Coach. One of the customer service team members who focuses on outbound selling will report to this team lead.

Player. Make daily outbound phone calls to customers to confirm first-time orders and other upsell / cross-sell opportunities.

Sales support to the co-founder as he leads sales to veterinarians.

GROWTH INITIATIVES

Project manage company growth initiatives (e.g., enhance sales and customer data acquisition; customer advocates).

Accelerating the adoption of automation and artificial intelligence (AI), lead the department roadmap for customer service and sales.

Willingness to tackle additional duties as company scales.

GOOD

Worked in a sales, customer service, and/or project management role for 4-10+ years.

Fluent, conversational English required.

BETTER

Your friends and family describe you as a pet lover.

Proven experience managing people and projects, taking organization to the next level.

You love developing training programs, especially customer call scripts.

Hands-on familiarity with and working knowledge of automations and used with software / technology stack and applied to company workflow.

Hands-on familiarity…