Call Center Manager (Customer Experience)

We’re hiring an experienced Call Center Manager to lead our Customer Experience Team in a fully remote environment.  Candidates must be authorized to work in the U.S. or Canada.  

In this role, you’ll oversee a high-performing, multi-channel support team (chat, email, inbound & outbound calls) and play a key part in driving customer satisfaction, team performance, and operational excellence.

If you’re a strong people leader who thrives in fast-paced environments and knows how to motivate teams while improving performance metrics—we want to hear from you.

Who We Are

We’re the nation’s leading provider of online Emotional Support Animal (ESA) approval services, helping pet owners live happier, stress-free lives. Our mission is simple: to make accessing ESA resources easy, reliable, and life-changing. As a fast-growing company in the pet industry, we’re continuously expanding our services and technology to better serve pet owners nationwide.

What You’ll Do

• Reporting to the VP of Customer Service, you’ll be partnering in delivering performance, staffing, and strategy
• Lead daily operations across chat, email, inbound, and outbound support channels
• Manage, coach, and develop Tier 1–3 and Back Office agents
• Own KPIs: productivity, quality, response times, CSAT, and conversions
• Improve workflows using CRM systems, ticketing tools, WFM platforms, and AI tools
• Handle escalations and ensure excellent customer experiences
• Drive team engagement, accountability, and performance
• Support and manage an offshore team
• Use sales-oriented strategies to improve conversions and outcomes

What We’re Looking For

• 3+ years of leadership experience in a call center/contact center environment
• Proven success managing multi-channel support teams (chat, email, phone)
• Experience hiring, training, and coaching agents at multiple levels
• Strong understanding of KPIs, workforce planning, and CX tools (CRM, ticketing systems)
• Experience leveraging AI in support operations
• Background in inbound sales or conversion-focused support
• Excellent leadership, communication, and problem-solving skills
• Experience managing offshore teams

Nice to Have

• Remote or distributed team leadership experience
• Experience in high-volume support environments
• Track record of improving CSAT, retention, or conversion metrics
• Comfortable in fast-growing, evolving companies

Work Environment

• 100% remote, from Canada or US
• Minimal travel (approximately once per year or less)

Salary Range: Base of USD $55,000- $65,000 based on Experience, plus Bonus Program