Customer Care Manager

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.

We are looking for a hands-on leader to run Customer Care inside our Customer Care Center (CCC). As the Customer Care Manager, you will own the inbound and outbound care experience across calls and texts, leading the Team Leads, Quality Management, and New Hire Training that make a white glove, caring experience happen on every interaction.

Your leadership will bring the structure, coaching, and consistency that let every Specialist show up ready, every customer feel supported, and every team member grow into their full potential as part of the Mira Family.

How You Win in This Role

Communication

• Set clear expectations for performance, quality, and the customer experience across inbound and outbound care
• Communicate the "why" behind processes, standards, and coaching
• Create clarity that lets your Team Leads and Specialists execute with confidence
• Address challenges directly and constructively

Development

• Lead weekly 1 on 1s with your direct reports (Inbound and Outbound Care Team Leads, Quality Management, New Hire Training)
• Build trust, celebrate success, and coach behaviors - not just results
• Identify and develop future leaders from the floor
• Make sure every new hire is trained, confident, and phone-ready

Alignment

• Align your teams with Mira's mission, values, and white glove customer experience standards
• Partner with Loyalty, Inside Sales, Outreach, and Workforce Management so every handoff feels like one team
• Keep quality standards, training, and coaching consistent across inbound and outbound care

Innovation

• Find and implement improvements in call and text workflows, coaching, and quality
• Make the most of our call center technology to make Care more efficient and effective
• Encourage new ideas and challenge assumptions to build a better Care team

Leading People

• Bring energy, positivity, and presence every day
• Build belief, accountability, and a culture of growth
• Take care of your people so they can take care of our customers

Your Role in Action

The Customer Care Manager is both a leader and a hands-on operator, owning the people, standards, and results that make Customer Care run well.

Inbound & Outbound Care (Calls and Texts)

• Lead the Inbound and Outbound Care Team Leads and the Specialists on their teams
• Own Care results: CSAT, QM score, transfer %, ACW, utilization, and service level
• Keep a close eye on real-time performance and make in-the-moment adjustments with Workforce Management to protect service level
• Make sure the text experience is as caring and consistent as the phone experience

Quality Management

• Lead Quality Management for Customer Care and keep evaluation standards consistent and fair
• Turn quality trends into coachable behaviors your Team Leads can act on every week
• Protect and raise CSAT and the "white glove" standard on every interaction

New Hire Training

• Lead New Hire Training so onboarding is fast, consistent, and phone-ready
• Track time-to-productivity and early-tenure retention, and fix what slows new hires down
• Keep training content current as processes, systems, and policies change

Operational Execution & Accountability

• Own the daily rhythm of Customer Care: huddles, 1 on 1s, coaching, and follow-up
• Participate in weekly business reviews; report on trends, risks, and wins
• Proactively communicate gaps and opportunities to leadership
• Take ownership of Care results across quality, training, and customer experience

Cross-Functional Partnership

• Partner with Loyalty, Inside Sales, Outreach, Workforce Management, and Field Operations to keep feedback loops tight
• Drive one consistent customer experience across every call and text

What You Bring to the Table

• 2+ years of call center / customer service experience, with 1+ year leading teams
• Experience with quality management, coaching, or training is a plus
• Comfortable using data and reporting to coach and make decisions
• Proven ability to build process and structure in a fast-growing environment
• Excellent communication, coaching, and cross-functional collaboration skills
• Familiarity with platforms such as NICE CXone and FieldRoutes/PestRoutes preferred
• Proficiency in Microsoft Office and Google Sheets

Alignment with Mira Values

• United - Builds strong, collaborative teams and partners across the CCC
• Caring - Leads with empathy and genuine care for people and customers
• Intentional - Acts with purpose, structure, and clarity
• Transformative - Develops people and raises the bar on every interaction

Pay & Benefits

Base Pay:

$75,000-90,000 Salary (based on experience and final level)

Performance bonus on top of Salary

Additional Benefits:

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

Work Location

In person