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Senior Specialist

Phoenix, AZ | Other
Expired

Job Description

We're looking for a Sr. Specialist to join Wag!'s Safety & Compliance team. We are moving a mile a minute to make sure that Wag! pet parents, pet caregivers, and partners are able to experience the magic of Wag! services. We're looking for a talented dog lover to help support our Customer Experience specialists create amazing interactions for our end users. We like to create a fun and collaborative work environment for our CX teams in which they can make magical moments for our customers while also focusing on responding to safety incidents on our platform with urgency and care. We're all about building strong operational processes and driving improved performance and efficiency on all of our CX teams. This position will help to lead a small team of contact center specialists and provide training, coaching, motivating, recognizing and rewarding, support and problem solving. Additionally, the role will conduct 1:1’s and side by side feedback sessions with the specialists they support. And maybe most important—we love our people just as much as we love our pups, so be prepared to join a highly engaged and collaborative team! In this role you will support the Special Cases team as they facilitate workflows that help mitigate risk and maintain operational compliance. You will assist the team manager in coaching the team members and driving efficiencies in their processes. 


What You’ll Do: 

  • Work alongside the team manager to create a strong team where employees are engaged and have passion to deliver magical customer experiences. 
  • Motivate the team and support them to be successful through organizational change.
  • Work with the manager to execute on the team’s strategic plan, in coordination with peers and leadership across the organization. 
  • Regularly audit specialists work and provide coaching and development to help improve sustained performance 
  • Appropriately leverage technology and process improvements to achieve continuous and sustainable improvements in compliance, effectiveness, and efficiency.
  • Organize and facilitate team meetings to drive alignment and consistency across the team 
  • Participate in individual and team-led projects to identify, recommend, and implement new solutions to meet customer experience and business needs 
  • Use a combination of established protocols and sound judgment to handle unique circumstances and edge cases. 

About You: 

  • Highly motivated self-starter
  • High EQ and adept at building relationships 
  • Comfortable in a rapidly changing environment 
  • Optimistic team-centric mentality, and the desire to help the group grow
  • Ability to provide clear direction and objectives, as well as inspiring the team to take on new challenges and exceed expectations 
  • Excellent service philosophy and understanding of the challenges in providing a superior customer experience 
  • Strong communication skills, able to interact with customers, peers and leadership. 
  • Understanding of the importance of urgency in response and the ability to prioritize accordingly. 

Qualifications: 

  • 2 years of experience in leading/supporting contact center operations
  • Enjoy working closely with customers and building long-lasting relationships
  • Experience working cross-functionally to drive positive results for customers
  • Willingness to get hands dirty and do what it takes to delight our customers
  • Strong attention to detail and ability to communicate effectively to multiple stakeholders
  • Operational compliance experience preferred 
  • Prior experience working in pet products or services is a plus 

About Us: 


At Wag! we're crazy about pets and the people who love them, and everything we do is intended to bring them joy and keep them safe. We invented on-demand dog walking by connecting an already passionate community of local dog walkers with pet parents. Launched in Los Angeles in 2015, Wag! has become a vertically integrated technology platform. We offer access to on-demand dog walking, pet sitting, drop-in visits, consultations with licensed pet experts and both in-person and digital training services across 5,200 cities in all 50 states, in addition to subscription and insurance comparison offerings. Wag!'s platform has over 400,000 approved pet caregivers across the U.S., has completed over 11 million services through the platform, and has delivered over $300 million total bookings to date.

Skills for Senior Specialist

The job skills required for Senior Specialist include Leadership, Communicates Effectively, Coordination, Attention to Detail, Communication Skills, Self motivated etc. Having related job skills and expertise will give you an advantage when applying to be a Senior Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Senior Specialist. Select any job title you are interested in and start to search job requirements.

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Career Path for Senior Specialist

The following is the career advancement route for Senior Specialist positions, which can be used as a reference in future career path planning. As a Senior Specialist, it can be promoted into senior positions as an E commerce Risk Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Senior Specialist. You can explore the career advancement for a Senior Specialist below and select your interested title to get hiring information.