Customer Service Lead- Overnights Team - Full-time / Part-time

Wag! is a rapidly growing start-up that connects dog owners with skilled and reliable dog walkers for walks, boardings and sittings, amongst other services! Our mission is to make it possible for anyone with a busy professional and/or social life to own a pup of their own!

We are looking for an experienced Lead to work 11pm to 7 am with our Overnights Team to:

• Provide guidance and support to agents regarding any escalated issues
• Conduct quality assurance reviews to ensure that agents are providing accurate and timely information
• Organize workload to ensure that the morning team can immediately act on any outstanding or urgent issues.
• Handle live chat and telephone conversations in a detailed and timely manner

Skills and Attributes

• Previous management experience in customer service absolutely necessary (experience in a call centre environment highly desirable)
• Reliability - We need someone who will be here and see tasks through to the end
• High attention to detail - you will be responsible for assessing agents work and providing them with feedback to ensure their success
• Flexibility- Things change often in our environment and we need a Lead who can show a \"roll with the punches\" type attitude
• Love dogs! - The role can be stressful at times, but our love for dogs means that we can keep our focus on what we are trying to achieve - that every busy person can own a pup if they want!

What's in it for you?

• Competitive hourly rate!
• Various dental, medical, and vision benefits offered
• Genuine opportunity for growth that only a startup environment can provide!
• Free coffee and snacks available!
• Casual Dress Code

If you are interested in learning the ropes in a fun and fast paced start-up environment, please APPLY NOW and we will be in touch as soon as we can!

Associated topics: director, guide, guidance, lead, management experience, operations, operations manager, review, service manager, supervisor