Customer Loyalty Team Lead

About Mira Home - Pest Control

At Mira Home, we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don’t have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed in the field.

Taking care of people is at the heart of everything we do, and that starts with our team.

Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.

We are looking for a driven leader who is passionate about delivering exceptional customer care and developing high-performing teams. As a Customer Loyalty Team Lead, you will play a critical role in guiding and supporting our Customer Loyalty Specialists while ensuring every customer interaction is personalized, efficient, and impactful.

Your leadership will foster a culture of accountability, growth, and customer-first care, ensuring every customer feels supported, informed, and confident in their decision to be part of the Mira Family, and every team member is growing into their full potential.

Pay & Benefits

Base Pay:

$60,000 - $70,000 annually (based on experience)

Additional Compensation

Monthly performance-based bonus opportunities

Additional Benefits

• Health Savings Account (HSA)
• Health, Dental, and Vision Insurance
• 401K
• Paid Time Off
• HQ Building Perks
• Bonuses on top of Salary
  
  

How You Win In This Role

Communication

• Set clear expectations for performance, behavior, and standards
• Communicate the "why" behind goals and initiatives
• Create clarity that enables your team to execute with confidence
• Address challenges directly, professionally, and constructively
  
  

Development

• Lead weekly 1-on-1s focused on:
• Building trust
• Celebrating success
• Coaching behaviors (not just results)
• Creating belief and accountability
• Spend significant time listening to calls and coaching performance
• Develop future leaders within the organization
• Unlock performance in both top performers and developing team members
  

Leading People

• Bring energy, positivity, and presence every day
• Start and end each day with intentional engagement and recognition
• Build belief, accountability, and a culture of growth
• Take care of your people so they can take care of our customers
  
  

Retention & Performance

• Drive customer retention and loyalty performance
• Protect recurring revenue through effective coaching and leadership
• Improve team results through data-driven decision making
• Balance customer experience with business objectives
• Identify performance trends and proactively address opportunities
  
  

Alignment

• Align your team with Mira’s mission, values, and standards
• Partner cross-functionally to deliver a seamless customer experience
• Ensure consistency in how we serve and communicate with customers
  
  

Innovation

• Identify and implement improvements in:
• Processes
• Training
• Customer experience
• Encourage new ideas and challenge assumptions
• Contribute to building a better, more effective Loyalty Center
  

Your Role in Action

The Customer Loyalty Team Lead serves as both a leader and operational driver, ensuring strong team performance and a world-class customer experience.

Team Leadership & Coaching

• Lead, coach, and support Customer Loyalty Specialists to drive performance and accountability
• Conduct regular call monitoring and deliver actionable feedback
• Facilitate weekly 1-on-1 coaching sessions
• Support onboarding, training, and ongoing development
• Recognize and reward performance and growth
  
  

Customer Experience & Quality

• Ensure every interaction is caring, intentional, and solution-focused
• Reinforce Specialist responsibilities
• Handle escalated customer concerns with professionalism and ownership
  
  

Operational Execution

• Oversee daily operations across all customer interactions
• Assist with staffing, scheduling, and workload balancing
• Monitor queues and real-time performance to meet service levels
• Ensure accurate documentation in internal systems
  
  

Performance Management

• Monitor and manage team performance across key metrics: ○ Save Percentage ○ Revenue Preserved ○ Concession Percentage ○ Quality Assurance (QA) ○ Schedule Adherence ○ Service Level (SLA)
• Coach to both skill and will depending on performance gaps
• Create follow-up plans and hold accountability
  
  

Business Ownership & Accountability

• Participate in weekly and monthly reporting meetings
• Track team performance trends and identify opportunities
• Proactively communicate risks, gaps, and wins
• Take ownership of team results and development
  
  

Cross-Functional Collaboration

• Partner with Sales, Field Operations, and Retention teams
• Ensure proper feedback loops and communication
• Drive alignment across departments
  
  

Hiring & Team Building

• Support recruiting, phone screens, and interviews
• Hire for:
• Energy
• Communication
• Coach-ability
• Team mindset
• Build a team of high-performing, growth-oriented individuals
  

What You Bring To The Table

• 2 years of customer service experience (or equivalent)
• 1 year of leadership or supervisory experience preferred
• Strong leadership and coaching skills
• Commitment to honest, high-quality customer service
• Passion for team development and customer satisfaction
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication and problem-solving skills
  
  

Alignment with Mira Values

• United – Builds strong, collaborative teams
• Caring – Leads with empathy and genuine care
• Intentional – Acts with purpose and clarity
• Transformative – Develops people and drives growth