Job Title

Call Center Manager (Customer Experience) RemoteWere 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, youll 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 youre a strong people leader who thrives in fast-paced environments and knows how to motivate teams while improving performance metricswe want to hear from you.Who We AreWere the nations 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, were continuously expanding our services and technology to better serve pet owners nationwide.What Youll DoReporting to the VP of Customer Service, youll be partnering in delivering performance, staffing, and strategyLead daily operations across chat, email, inbound, and outbound support channelsManage, coach, and develop Tier 13 and Back Office agentsOwn KPIs: productivity, quality, response times, CSAT, and conversionsImprove workflows using CRM systems, ticketing tools, WFM platforms, and AI toolsHandle escalations and ensure excellent customer experiencesDrive team engagement, accountability, and performanceSupport and manage an offshore teamUse sales-oriented strategies to improve conversions and outcomesWhat Were Looking For3+ years of leadership experience in a call center/contact center environmentProven success managing multi-channel support teams (chat, email, phone)Experience hiring, training, and coaching agents at multiple levelsStrong understanding of KPIs, workforce planning, and CX tools (CRM, ticketing systems)Experience leveraging AI in support operationsBackground in inbound sales or conversion-focused supportExcellent leadership, communication, and problem-solving skillsExperience managing offshore teamsNice to HaveRemote or distributed team leadership experienceExperience in high-volume support environmentsTrack record of improving CSAT, retention, or conversion metricsComfortable in fast-growing, evolving companiesWork Environment100% remote, from Canada Minimal travel (approximately once per year or less)Salary Range: Base of US $55,000- $65,000 based on Experience, plus Bonus Program