Customer Experience Supervisor - Social Media

Description

Whisker, formerly known as AutoPets, is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 700+ passionate team members. We are onsite 4+ days a week.

What You’ll Do:

The Customer Experience Supervisor - Social Media leads a high-performing team dedicated to delivering best-in-class customer experiences across social media and product review platforms. This individual brings deep expertise in social media engagement, customer care strategy, and cross-functional alignment to ensure brand-aligned, empathetic, and timely communication with our online communities. This role is ideal for a strategic, customer-obsessed leader who thrives in fast-paced environments and understands the nuances of supporting customers in highly visible forums. 

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.

• Leads and develops a team of Social Media Specialists and ensures they consistently meet performance metrics while providing effective customer service and delivering exceptional care across Reddit, Facebook, X (Twitter), Instagram, TikTok, and product review platforms
• Monitors and guides responses to public-facing customer inquiries, ensuring alignment with brand tone, empathy, and accuracy
• Serves as the key liaison between the Social Media Support Team and senior leadership, proactively identifying trends, risks, and opportunities to enhance the customer experience
• Tracks and analyzes performance metrics, ensuring that service levels, quality, and delivery standards meet service level expectations and continuous improvement initiatives
• Oversees the development of internal documentation, playbooks, and workflows that promote operational consistency and quality
• Develops specialists and their skill sets to provide growth opportunities through guidance and mentorship in conjunction with succession planning
• Collaborates with cross-functional partners—including PR, Marketing, and Product—to escalate emerging issues, align on messaging, and coordinate campaign or response plans
• Creates and executes realistic action steps and timelines for the team with strict attention to detail and performance
• Achieves team performance excellence to ensure high-quality and high-volume productivity
• Recruits, hires, and builds a team of highly productive candidates through coaching, collaboration, and the motivation of staff
• Coordinates with the Training Manager to develop resources for both internal and external partners for new products, support updates, and customer service techniques to ensure the team remains informed on changes 
• Performs additional responsibilities as required, including travel for leadership or training purposes (not expected to exceed 10%)

Leadership Responsibilities:

• Directly supervises the department and a team of 10-15 non-exempt (hourly) Team Members
• Provides reporting to management on quality assurance initiatives and scores, utilization rates, wrap times, trends, gaps, and other relevant information to drive improvement 
• Responsible for real-time analysis of department queues and anticipates necessary staffing or resource allotments to meet outlined goals 
• Participates in the daily activities of their team in the event of understaffing
• Evaluates the team's performance and make recommendations for staffing, promotions, terminations, staffing, etc, to the CX Managers and Sr. Director
• Evaluates individual specialist and team performance via consistent coaching performance reviews and other methods needed
• Drives organizational change through innovation and process improvement, eliminating friction points for the team while maintaining or improving team morale
• Assists with new hire training and onboarding, including interviewing and collaborating with partners in HR during the recruitment process 
• Ensures operational excellence through routine aud