CX Support Ops Senior Specialist
Where A-Players Thrive.
We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,400 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $1 billion of revenue annually. Learn more about our brands.
We’re Looking For A: CX Support Operations Senior Specialist to manage support operations for Dr. Marty Pets, ensuring high-quality agent performance, up-to-date documentation, and smooth escalation handling to maintain exceptional CSAT and operational excellence.
Location: Remote (Woodland Hills, CA)
What You’ll Be Doing:
- Manage GCC relationships (training, macro updates, escalation handling, etc.)
- Lead development of DMP support QA systems and documentation updates
- Monitor call drivers, fulfillment issues, and recurring support themes
- Lead strategy and iteration for agent engagement programs like Experience of the Month, product highlights, and customer gestures (e.g., condolences)
- Surface product/packaging issues to internal teams
Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):
- Strong relationship management and vendor partnership skills
- QA process and documentation expertise
- Analytical and problem-solving mindset
- Excellent written and verbal communication
- Familiarity with support platforms (e.g., Zendesk, Salesforce, Netsuite, Five9)
- Bachelor’s degree or equivalent experience
- Bachelor’s in Business, Communications, or related preferred
- 3–5 years in customer support operations
- Experience with third-party vendor management and QA oversight preferred
- Traveling required; approximately 0-5%
Golden Perks & Benefits:
- Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
- Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $6.1 million to date.
- We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
- 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
- Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
- Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
- Tuition reimbursement program, which reimburses eligible tuition expenses up to specified amounts, empowering you to invest in your ongoing growth and development.
- Work towards our collective goals and earn up to 2 extra weeks of pay each month, based on the achievement of KPIs.
- Celebrate your accomplishments with our Win of the Week, Spot Bonus, Work Anniversary, and Shout-Outs programs, where your hard work is not only valued but also acknowledged and rewarded.
- Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
- For those coming into our Woodland Hills, CA office, you’ll find a fully stocked kitchen and a free on-site gym.
- Virtual and in-person company events, like our annual holiday party, happy hours, and virtual cooking nights, designed to cultivate connections and enhance work-life balance.
To read more about our Perks & Benefits, click here.
The base salary range is $64,300-$80,400, plus annual & monthly KPI bonus potential.
The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote.
Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.
#LI-Remote
We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.
A Note to Recruiting Agencies: At Golden Hippo, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Hippo will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding.
Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Hippo recruiters will only contact applicants from our official company e-mail domain, (NAME@GOLDENHIPPO.COM) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Hippo recruiters will never send you checks, or ask you to disclose personal financial details. If you receive any suspicious communications regarding an open position or a job offer, please contact Golden Hippo directly at [email protected] to verify its validity.
Click here to learn more about general internet safety and our hiring practices.
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Golden Hippo, an employee-owned company, crafts America's beloved health and wellness brands, combining top-tier products and educational content to enhance the well-being of individuals and pets.
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