Customer Care Team Lead

About Mira Home - Pest Control:

At Mira Home, we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don’t have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed in the field.

Taking care of people is at the heart of everything we do, and that starts with our team.

Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.

We are looking for a driven leader who is passionate about delivering exceptional customer care and developing high performing teams. As a Customer Care Team Lead, you will play a critical role in guiding and supporting our Customer Care Specialists while ensuring every customer interaction is personalized, efficient, and impactful.

Your leadership will foster a culture of accountability, growth, and customer-first care, ensuring every customer feels supported, informed, and confident in their decision to be part of the Mira Family, and every team member is growing into their full potential.

Pay & Benefits

Base Pay:
$50,000-$60,000 Salary (based on experience)

Bonuses on top of Salary

Additional Benefits:

• Health Savings Account (HSA)
• Health, Dental, and Vision Insurance
• 401K
• Paid Time Off
• HQ Building Perks
• Bonuses on top of Salary

How You Win in This Role

Communication

• Set clear expectations for performance, behavior, and standards
• Communicate the “why” behind goals and initiatives
• Create clarity that enables your team to execute with confidence
• Address challenges directly and constructively

Development

• Lead weekly 1 on 1s focused on:
• • Building trust
  • Celebrating success
  • Coaching behaviors (not just results)
  • Creating belief and accountability
• Spend significant time listening to calls and coaching performance
• Identify and develop future leaders
• Focus on unlocking performance in mid-level performers

Alignment

• Align your team with Mira’s mission, values, and standards
• Partner cross-functionally to deliver a seamless customer experience
• Ensure consistency in how we serve and communicate with customers

Innovation

• Identify and implement improvements in:
• • Processes
  • Training
  • Customer experience
• Encourage new ideas and challenge assumptions
• Contribute to building a better, more effective Care Center

Leading People

• Bring energy, positivity, and presence every day
• Start and end each day with intentional engagement and recognition
• Build belief, accountability, and a culture of growth
• Take care of your people so they can take care of our customers

Your Role in Action

The Customer Care Team Lead serves as both a leader and operational driver, ensuring strong team performance and a world-class customer experience.

Team Leadership & Coaching

• Lead, coach, and support Customer Care Specialists to drive performance and accountability
• Conduct regular call monitoring and deliver actionable feedback
• Facilitate weekly 1 on 1 coaching sessions
• Support onboarding, training, and ongoing development
• Recognize and reward performance and growth

Customer Experience & Quality

• Ensure every interaction is caring, intentional, and solution focused
• Reinforce Specialist responsibilities
• Handle escalated customer concerns with professionalism and owner