Customer Care Team Lead at Mira Home – Orem, Utah

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 Care Team Lead, you will play a critical role in guiding and supporting our Customer Care 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:$50,000-$60,000 Salary (based on experience)

Bonuses on top of Salary

Additional Benefits:

Health Savings Account (HSA)Health, Dental, and Vision Insurance401KPaid Time OffHQ Building PerksBonuses on top of SalaryHow You Win in This RoleCommunicationSet clear expectations for performance, behavior, and standardsCommunicate the “why” behind goals and initiativesCreate clarity that enables your team to execute with confidenceAddress challenges directly and constructivelyDevelopmentLead weekly 1 on 1s focused on:Building trustCelebrating successCoaching behaviors (not just results)Creating belief and accountabilitySpend significant time listening to calls and coaching performanceIdentify and develop future leadersFocus on unlocking performance in mid-level performersAlignmentAlign your team with Mira’s mission, values, and standardsPartner cross-functionally to deliver a seamless customer experienceEnsure consistency in how we serve and communicate with customersInnovationIdentify and implement improvements in:ProcessesTrainingCustomer experienceEncourage new ideas and challenge assumptionsContribute to building a better, more effective Care CenterLeading PeopleBring energy, positivity, and presence every dayStart and end each day with intentional engagement and recognitionBuild belief, accountability, and a culture of growthTake care of your people so they can take care of our customersYour Role in Action

The Customer Care Team Lead serves as both a leader and operational driver, ensuring strong team performance and a world-class customer experience.

Team Leadership & CoachingLead, coach, and support Customer Care Specialists to drive performance and accountabilityConduct regular call monitoring and deliver actionable feedbackFacilitate weekly 1 on 1 coaching sessionsSupport onboarding, training, and ongoing developmentRecognize and reward performance and growthCustomer Experience & QualityEnsure every interaction is caring, intentional, and solution focusedReinforce Specialist responsibilitiesHandle escalated customer concerns with professionalism and ownershipOperational ExecutionOversee daily operations across all customer interactionsAssist with staffing, scheduling, and workload balancingMonitor queues and real-time performance to meet service levelsEnsure accurate documentation in internal systemsPerformance ManagementMonitor and manage team performance across key metrics:Service Level (SLA)Average Handle Time (AHT)Quality Assurance (QA)Customer Satisfaction (CSAT)Schedule adherenceCoach to both skill and will depending on performance gapsCreate follow-up plans and hold accountabilityBusiness Ownership & AccountabilityParticipate in weekly and monthly reporting meetingsTrack team performance trends and identify opportunitiesProactively communicate risks, gaps, and winsTake ownership of team results and developmentCross-Functional CollaborationPartner with Sales, Field Operations, and Retention teamsEnsure proper feedback loops communicationDrive alignment across departmentsHiring & Team BuildingSupport recruiting, phone screens, and interviewsHire for:EnergyCommunicationCoach-abilityTeam mindsetBuild a team of high-performing, growth-oriented individualsWhat You Bring to the Table2+ years of customer service experience (or equivalent)1+ year of leadership or supervisory experience preferredStrong leadership and coaching skillsCommitment to honest, high-quality customer servicePassion for team development and customer satisfactionAbility to manage multiple priorities in a fast-paced environmentStrong communication and problem-solving skillsAlignment with Mira ValuesUnited – Builds strong, collaborative teamsCaring – Leads with empathy and genuine careIntentional – Acts with purpose and clarityTransformative – Develops people and drives growth