Customer Experience Shift Manager

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.

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.

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.

• 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 

Leadership Responsibilities: 

Directly supervises department Teams. Carries out supervisory responsibilities following Whisker policies and applicable laws. Responsibilities include interviewing, training, and hiring, planning, assigning and directing work, appraising performance, addressing team issues, and upholding safety and quality guidelines. 

Requirements

What You’ll Bring:

• 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 cal