CX Support Ops Senior Specialist

Where A-Players Thrive.

We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,400 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $1 billion of revenue annually. Learn more about our brands.

We’re Looking For A: CX Support Operations Senior Specialist to manage support operations for Dr. Marty Pets, ensuring high-quality agent performance, up-to-date documentation, and smooth escalation handling to maintain exceptional CSAT and operational excellence.

Location: Remote (Woodland Hills, CA)

What You’ll Be Doing:

• Manage GCC relationships (training, macro updates, escalation handling, etc.) 
• Lead development of DMP support QA systems and documentation updates
• Monitor call drivers, fulfillment issues, and recurring support themes
• Lead strategy and iteration for agent engagement programs like Experience of the Month, product highlights, and customer gestures (e.g., condolences)
• Surface product/packaging issues to internal teams

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Strong relationship management and vendor partnership skills
• QA process and documentation expertise
• Analytical and problem-solving mindset
• Excellent written and verbal communication
• Familiarity with support platforms (e.g., Zendesk, Salesforce, Netsuite, Five9)
• Bachelor’s degree or equivalent experience
• Bachelor’s in Business, Communications, or related preferred
• 3–5 years in customer support operations
• Experience with third-party vendor management and QA oversight preferred
• Traveling required; approximately 0-5%

Golden Perks & Benefits: 

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $6.1 million to date. 
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career. 
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. 
• Tuition reimbursement program, which reimburses eligible tuition expenses up to specified amounts, empowering you to invest in your ongoing growth and development. 
• Work towards our collective goals and earn up to 2 extra weeks of pay each month, based on the achievement of KPIs. 
• Celebrate your accomplishments with our Win of the Week, Spot Bonus, Work Anniversary, and Shout-Outs programs, where your hard work is not only valued but also acknowledged and rewarded. 
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees. 
• For those coming into our Woodland Hills, CA office, you’ll find a fully stocked kitchen and a free on-site gym. 
• Virtual and in-person company events, like our annual holiday party, happy hours, and virtual cooking nights, designed to cultivate connections and enhance work-life balance.

To read more about our Perks & Benefits, click here.

The base salary range is $64,300-$80,400, plus annual & monthly KPI bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range