Customer Support Team Lead, Wagmo
$65-75k
+ Equity
Pet insurance and wellness plans
Be an early applicant
Pet insurance and wellness plans
21-100 employees
Be an early applicant
$65-75k
+ Equity
21-100 employees
Company mission
To bring pet parents the confidence they need to give pets the care they deserve.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Wagmo is a pet wellness company with a tech-first approach, designed to cater to the needs of new pet parents with a range of wellness and insurance plans.
The company provides two primary pet health plans: Wagmo Insurance for emergency care and Wagmo Wellness for routine pet maintenance. Backed by the National Speciality Insurance Company, Wagmo connects pet parents with budgeting tools, reliable veterinary care providers, and trustworthy advice, ensuring pets receive the care they deserve. These are provided to individuals on subscription or as an employee benefit through the workplace.
The Wagmo-Rover partnership marks a significant stride in Wagmo's mission to improve pets' and owners' lives. By teaming up with the largest online pet care marketplace, Wagmo expands its influence, granting discounted access to top-tier pet care for partner organisation employees. This collaboration underscores Wagmo's commitment to responsible pet care and signals a bright future, as the company continues to innovate and collaborate to meet global pet owners' evolving needs.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2023
$8.9m
EARLY VC
Jul 2021
$12.5m
SERIES A
Total funding: $24.4m
Company benefits
- Equity in the company
- Company paid medical premiums for employee-only plan (3 out of 4 medical plans)
- Dental, vision, voluntary life, short term disability and long-term disability
- Commuter assistance
- Company paid Wagmo pet wellness and insurance plans through monthly reimbursement
- Unlimited paid time off
- 12 weeks parental time off
- 401k
- Company wide open feedback model
Company HQ
Greenwich Village, New York, NY
Leadership
Christie Horvath
(Co-Founder & CEO)Graduated from Harvard Business School with a Master of Business Administration. Served as the Vice President of BlackRock for 6 years before founding Wagmo.
Alison Foxworth
(Co-Founder)Graduated from The Wharton School with a Master of Business Administration. Previously worked in Advisory Services and Financial Insurance at BlackRock. Also served as the Director at Garrison Investments Group.
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