Whisker is redefining what it means to live with cats—designing intelligent systems that remove friction, elevate the everyday, and celebrate the quiet brilliance of feline companionship. We work onsite 4+ days a week, with our team based in Auburn Hills, Michigan, and Juneau, Wisconsin. Our team of 700+ passionate pet people thrives on collaboration, innovation, and the occasional office cameo from a four-legged friend.
Requirements
- Maintains exceptional customer experience standards throughout assigned shift
- Responsible for real-time monitoring of contact center metrics across multiple channels and takes immediate corrective action when needed
- Provides on-the-spot coaching and feedback to team members during shift operations
- Handles escalated customer issues and complex problem resolution in real-time
- Manages shift scheduling, break rotations, and staffing adjustments based on call volume
- Conducts brief shift huddles to communicate daily priorities and updates
- Ensures adherence to quality standards and company policies during shift hours
- Monitors system performance and coordinates with IT for immediate technical issue resolution
- Approves time adjustments, overtime, and manages attendance during shift
- Tracks and reports on shift-specific KPIs and performance metrics
- Manages customer and internal escalations requiring immediate attention
- Ensures smooth shift transitions through detailed handoff communications
- Addresses urgent operational issues and implements immediate solutions
- Provides floor support and assistance to representatives as needed
- Documents shift incidents, achievements, and areas for improvement
- Maintains team morale and motivation throughout the shift
- Ensures proper coverage and resource allocation based on real-time demands
- Communicates urgent issues to management and other shift leaders
- Supports new hire shadowing and on-the-job training during shift
- Maintains safety protocols and ensures compliance with all regulations
- Adapts quickly to changing business needs and customer demands during shift hours
- Takes ownership of high-priority projects assigned by leadership—often involving ambiguous goals, evolving conditions, or new operational areas.
Benefits
- Premium Medical/Dental/Vision insurance
- Paid parental leave
- Whisker Parents Program
- 1 day 'pawternity' leave for new pet adoption
- Pet Insurance Discount
- 401K match
- Flexible spending accounts
- Company-paid short-term disability and life insurance
- Employee Assistance Program (EAP)
- Generous paid time off
- 14 Paid Holidays
- Top of the line equipment
- Pet-friendly office
- Whisker products and swag
- Continuing education Support
- On-site gym with Peloton
- Referral program
