CX Team Lead at Ollie - Grow Into CX Management in Columbus
Career & Market Insight
This is a mid-level customer experience role that blends frontline support with team leadership — a solid stepping stone toward a CX Manager or CX Operations title. The expectation to develop agents, lead projects, and drive CX initiatives signals this is more than a standard support rep position.
Compensation: The posting mentions a competitive hourly rate plus annual bonus, but no figures are disclosed. CX team leads at DTC (direct-to-consumer) consumer brands typically earn $20–$28/hr in Salt Lake City and $22–$30/hr in Nashville, though Ollie's "award-winning" positioning may push toward the higher end.
Skills you'll develop:
- Multi-channel CX management (email, phone, order management systems like Gladly)
- Customer feedback analysis and KPI tracking
- Team coaching and agent development — valuable for future management roles
- Project leadership within a fast-paced DTC brand environment
Culture signals: Ollie reads as a growth-stage startup (VC-backed DTC brand) with a tight-knit team culture. The emphasis on brand voice, empathy, and improvisation over rigid rules suggests a relatively flat, collaborative environment.
Green flags: Paid parental leave, the quirky "paw-ternity leave" benefit, 401(k) match, and the agent development mandate all suggest an employer that invests in its people. Watch out for: the hourly pay structure at a leadership-adjacent level, and the lack of salary transparency may indicate compensation is below market for the scope of responsibilities.
Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog's nutritional needs, and deliver directly to our customers' doors. Through Ollie's carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.
As a member of our growing team, you'll take part in a company culture that cares deeply about its work and its team members.
Come join the Award Winning Ollie Canine Care team!
Ollie is driven to make pets' lives healthier by making freshly-cooked, human-grade food for dogs that's delivered right to our customers' doorsteps. And our customers want the very best for their dogs. Together, we're hoping to embark (no pun intended) on some very long healthy journeys for our dogs powered by good fresh food.
Our mission is to help dogs live their best lives. To know them is to love them. We want to create a world-class genuinely-kind anticipatory Customer Experience to help meet dogs and their parent's wellness needs.
That's where you come in…
We're looking for new members to join our Award Winning Canine Care team, a close-knit pack that serves Ollie's best pups and their parents to our high-quality standards. We make sure that, from box to bowl, all our dogs (and our customers) are having the best experience possible.
This role will report to the Customer Experience Manager. We are ONLY hiring candidates living within about one hour of both Salt Lake City, UT and Nashville, TN. While this is a remote position, we hold required quarterly in-person offsites in these areas.
Responsibilities
- Represent the Ollie brand voice to our current and prospective customers
- Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents
- Manage customer relationships across multiple channels, including emails, phones, our order management system, and more
- Accurately track and monitor customer feedback and interactions
- Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience
- Help to develop agents not only in their KPIs and role but their career development
- Develop and lead projects and initiatives that improve the Ollie experience in Canine Care and beyond
About You
- Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
- Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents' many questions.
- Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules.
- Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
- Fun. You don't mind occasional sloppy dog kisses and love sharing memes.
Other Experience
- Bachelor's Degree from an accredited four-year college or university
- Previous experience in customer-centric roles (retail, food service, etc.)
- Experience with pets or health-foods preferred
- Experience with Gladly or a similar platform a plus
- Interest in working in a pet-friendly, fast-moving environment
Benefits
- Competitive hourly salary and an annual bonus potential
- Sponsored 401k program with employer match up to 4%
- Comprehensive health coverage including medical, dental and vision
- Paid parental leave
- 1-week paw-ternity leave for new dog parents
- Ollie subscription for one dog
- Inspiring pack members!
If you'd like to stand out, tell us in your cover letter why you're interested in joining Ollie and how your skills match the responsibilities detailed in this posting.
Ollie embraces diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.
Frequently Asked Questions
Is this job fully remote or do I need to go into an office?
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