Customer Loyalty Team Lead

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. Taking care of people is at the heart of everything we do, and that starts with our team. Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible. We are looking for a driven leader who is passionate about delivering exceptional customer care and developing high-performing teams. As a Customer Loyalty Team Lead, you will play a critical role in guiding and supporting our Customer Loyalty Specialists while ensuring every customer interaction is personalized, efficient, and impactful. Your leadership will foster a culture of accountability, growth, and customer-first care, ensuring every customer feels supported, informed, and confident in their decision to be part of the Mira Family, and every team member is growing into their full potential.

Pay & Benefits Base Pay:

$60,000

• $70,000 annually (based on experience)

Additional Compensation:

Monthly performance-based bonus opportunities

Additional Benefits:

Health Savings Account (HSA) Health, Dental, and Vision Insurance 401K Paid Time Off HQ Building Perks Bonuses on top of Salary How You Win in This Role Communication Set clear expectations for performance, behavior, and standards Communicate the "why" behind goals and initiatives Create clarity that enables your team to execute with confidence Address challenges directly, professionally, and constructively Development Lead weekly 1-on-1s focused on: Building trust Celebrating success Coaching behaviors (not just results) Creating belief and accountability Spend significant time listening to calls and coaching performance Develop future leaders within the organization Unlock performance in both top performers and developing team members Leading People Bring energy, positivity, and presence every day Start and end each day with intentional engagement and recognition Build belief, accountability, and a culture of growth Take care of your people so they can take care of our customers Retention & Performance Drive customer retention and loyalty performance Protect recurring revenue through effective coaching and leadership Improve team results through data-driven decision making Balance customer experience with business objectives Identify performance trends and proactively address opportunities Alignment Align your team with Mira's mission, values, and standards Partner cross-functionally to deliver a seamless customer experience Ensure consistency in how we serve and communicate with customers Innovation Identify and implement improvements in: Processes Training Customer experience Encourage new ideas and challenge assumptions Contribute to building a better, more effective Loyalty Center Your Role in Action The Customer Loyalty Team Lead serves as both a leader and operational driver, ensuring strong team performance and a world-class customer experience. Team Leadership & Coaching Lead, coach, and support Customer Loyalty Specialists to drive performance and accountability Conduct regular call monitoring and deliver actionable feedback Facilitate weekly 1-on-1 coaching sessions Support onboarding, training, and ongoing development Recognize and reward performance and growth Customer Experience & Quality Ensure every interaction is caring, intentional, and solution-focused Reinforce Specialist responsibilities Handle escalated customer concerns with professionalism and ownership Operational Execution Oversee daily operations across all customer interactions Assist with staffing, scheduling, and workload balancing Monitor queues and real-time performance to meet service levels Ensure accurate documentation in internal systems Performance Management Monitor and manage team performance across key metrics: ○ Save Percentage ○ Revenue Preserved ○ Concession Percentage ○ Quality Assurance (QA) ○ Schedule Adherence ○ Service Level (SLA) Coach to both skill and will depending on performance gaps Create follow-up plans and hold accountability Business Ownership & Accountability Participate in weekly and monthly reporting meetings Track team performance trends and identify opportunities Proactively communicate risks, gaps, and wins Take ownership of team results and development Cross-Functional Collaboration Partner with Sales, Field Operations, and Care teams Ensure proper feedback loops and communication Drive alignment across departments Hiring & Team Building Support recruiting, phone screens, and interviews Hire for: Energy Communication Coach-ability Team mindset Build a team of high-performing, growth-oriented individuals What You Bring to the Table 2+ years of customer service experience (or equivalent) 1+ year of leadership or supervisory experience preferred Strong leadership and coaching skills Commitment to honest, high-quality customer service Passion for team development and customer satisfaction Ability to manage multiple priorities in a fast-paced environment Strong communication and problem-solving skills Alignment with Mira Values United

• Builds strong, collaborative teams Caring
• Leads with empathy and genuine care Intentional
• Acts with purpose and clarity Transformative
• Develops people and drives growth