Assistant Manager, Customer Care

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $66.5k - $83.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Golden Pet Brands

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🍽️ Food & Beverage

🏭 Manufacturing

👥 B2C

Food & Beverage • Manufacturing • B2C

Golden Pet Brands is a vertically integrated pet nutrition company founded in 2017 that makes minimally processed, nutrient-dense food for dogs and cats. The company operates multiple in-house U. S. manufacturing facilities and produces freeze-dried raw, air-dried, and supplement products across three expert-led brands (Dr. Marty Pets, Badlands Ranch, and Ultimate Pet Nutrition). Golden Pet Brands sells through independent and national pet specialty retailers as well as direct-to-consumer channels, and emphasizes real ingredients, minimal processing, and veterinary partnership.

📋 Description

• Support daily customer care operations across phone, email, chat, and other contact channels • Oversee and guide Supervisors managing frontline Customer Care teams • Monitor team performance and provide coaching • Assist with escalated customer issues and escalate further to the Senior Manager when necessary • Implement process improvements to enhance workflow efficiency and team performance • Analyze KPI dashboards and performance data to identify trends, gaps, and improvement areas • Coach and develop Supervisors on leadership and team management practices • Evaluate Supervisor performance against established standards • Hold Supervisors accountable for Representative performance and service metrics • Assess training needs and lead targeted program development • Support departmental goals, policies, and long-term strategies • Oversee timesheet approval and timekeeping compliance • Interview, evaluate, and select candidates for Representative, Supervisor, and supporting roles • Prepare and present performance reports to the Senior Manager of Customer Care • Partner with Training, QA, Workforce Management, and cross-functional teams • Reinforce accountability, customer focus, data privacy, and appropriate system use • Champion AI-based productivity tools in accordance with company data and privacy guidelines • Perform additional duties as assigned

🎯 Requirements

• Ability to inspire and guide teams through delegation, coaching, and mentorship • Experience applying KPI dashboards and performance data • Clear and professional communication across all organizational levels • Customer relationship management principles and phone and written communication etiquette • Ability to manage multiple priorities in a fast-paced contact center environment • Analytical and critical-thinking skills for data-informed decision-making • Flexibility to assume operational responsibilities and willingness to work additional hours as business needs require • Strict confidentiality regarding customer and employee information • Strong attention to detail, particularly in reporting, timekeeping, and employee performance oversight • Conflict-resolution skills • Proficiency with standard business software, MS Office, Word, Excel, and Google Workspace • Familiarity with AI productivity tools such as Claude, ChatGPT, or Microsoft Copilot • High School Diploma or equivalent • 2+ years Management experience • 5+ years Customer Service experience across phone, email, and/or chat channels • Strong oral and written communication skills

🏖️ Benefits

• Comprehensive healthcare coverage with 100% of premiums covered for employee-only medical, dental, and vision plans • Annual bonus • 401(k) matching up to 3.5% of contributions • 6 paid sick and mental health days • Employee Assistance Program • Free weekly yoga and meditation classes • Additional mental health benefits • Employee Stock Ownership Plan • Reimbursements for a portion of personal cell phone and internet usage for eligible employees • Professional development opportunities, mentorship, continuous learning programs, and performance-based pay increases • Charity sponsorships • Potential for quarterly KPI bonuses