Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Escalation Management Operational Support And Analysis Customer Relationship Management Performance Management Good Documentation Practices Knowledge Management Queue Management Business Metrics Empowerment Continuous Improvement Process

Other Skills

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Leadership
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Decision Making
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Distributed Team Management
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Training And Development
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Quality Assurance
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Coaching
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Accountability
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Collaboration
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Communication
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Relationship Building
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Adaptability
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Empathy
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Constructive Feedback
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Problem Solving

Roles & Responsibilities

Proven experience managing and developing a customer support team with ownership of performance management, coaching, and day-to-day execution.
Track record of leading a small team (approximately 5 people) with clear expectations, regular feedback, and accountability.
Strong ability to handle escalations and high-stakes customer situations with sound judgment, balancing empathy, policy, and efficiency.
Experience building consistency and raising quality through operational rigor, including documentation, training, workflows, and repeatable processes, with familiarity with modern support tooling.

Requirements:

Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance, quality, and customer experience.
Build a culture of trust and continuous improvement through regular 1:1s, coaching, and performance management.
Own day-to-day execution of customer support across all channels, ensuring timely, accurate, and consistent service; serve as primary escalation owner for complex issues.
Operationalize support processes to drive consistency and scale, including documentation, workflows, training, and KCS resources, and identify opportunities for improvements with leadership.

Job description

What We Do

Wagmo is a new type of pet health company focused on empowering and inspiring responsible pet parenting through top-tier pet benefits provided by employers. From everyday care to rainy-day emergencies, we offer tech-enabled solutions that are optimized for value and flexibility so that our pet parents always feel confident that they are giving their pets the care they deserve.

What’s Important To Us

We solve hard problems all day long but hang out with dogs while we do it. We value authenticity and efficiency and have no time for egos. We prioritize performance over pedigree, compensate fairly, and never take ourselves too seriously. Our values are core to who we are and how we operate. We talk about them all the time. These are not just things posted on a wall. We will interview for them, hold each other accountable to them, and make sure we work with every single person we interact with in a way that's consistent with these values.

About The Role

As a Support Team Lead (Manager), you own the day-to-day execution of Wagmo’s Customer Support function through strong people leadership and operational rigor.

You lead and develop a team of Support Specialists, set clear expectations for quality and performance, and ensure customers receive consistent, high-quality support. You serve as the primary escalation owner, making thoughtful judgment calls and coaching the team to handle complex or sensitive situations with confidence.

In close partnership with the Director of Customer Operations, you help scale processes and improve execution, translating company priorities into clear goals, high standards, and measurable outcomes for the team. This is a hands-on management role for someone who enjoys coaching people, building consistency, and raising the bar in a growing environment.

Core Responsibilities

Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance, quality, and customer experience.
Build a culture of trust, accountability, and continuous improvement through regular 1:1s, coaching, and performance management.
Raise the bar on support quality by providing direct, actionable feedback and developing strong judgment and ownership across the team.
Own the day-to-day execution of customer support, ensuring timely, accurate, and consistent service across all channels.
Serve as the primary escalation owner for complex or sensitive customer issues, making sound judgment calls and coaching the team to handle similar situations independently over time.
Operationalize support processes that drive consistency and scale, including documentation, workflows, training, and KCS-style resources.
Identify gaps or inefficiencies in current operations and partner with leadership to implement pragmatic, high-impact improvements.
Monitor queues, coverage, and workload to meet SLAs without reliance on heroics.

What You’ll Need To Be Successful

Proven experience managing and developing a customer support or service team, with direct ownership of performance management, coaching, and day-to-day execution.
A strong track record of leading a small team (approximately 5 people) through clear expectations, regular feedback, and consistent accountability.
Demonstrated ability to handle escalations and high-stakes customer situations with sound judgment, balancing empathy, policy, and efficiency.
Experience building consistency and raising quality through operational rigor, including documentation, training, workflows, and repeatable processes.
Strong communication skills and comfort delivering direct, constructive feedback that drives improvement and builds trust.
Ability to operate effectively in a fast-moving, scaling environment where priorities evolve and managers are expected to lead with autonomy.
Familiarity with modern support tooling and workflows, and the ability to use them to improve team performance and customer outcomes.

Why Consider This Role?

Revolutionize the pet health industry by shaping solutions that improve the lives of pets and their families.
Join a rapidly growing, VC-backed startup where ownership, impact, and collaboration drive success.
Work in a fast-paced, high-performance environment—this is not a traditional 9-to-5 job, but one that offers flexibility and autonomy in exchange for dedication and impact.