Customer Care Manager

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.

• 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

• 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

• 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

• 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

• 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

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

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

Performance bonus on top of Salary

In person