Group Lead, Customer Experience

Who We Are

The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future.

To date, The Farmer’s Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

Where You'll Come In

The Group Lead role at The Farmer’s Dog is one of our most important positions because the person hired for this role is responsible for our best assets – our front line associates.

A Group Lead will play a crucial role in leading and developing a group of 10-15 associates to become ambassadors for our valued customers for The Farmer’s Dog. The successful candidate has more than a year of experience leading customer service teams in other DTC organizations as a subject matter authority and first line of defense to troubleshoot operational issues, escalate them as needed and collaborate with appropriate teams for resolution to ensure that our customers receive the best support and satisfaction. Additionally they will drive results within their team primarily through proactive coaching, but will also be adept at course correcting with associates when needed.

A Group Lead will maintain their expertise in providing outstanding customer experience by spending time as required in directly communicating with customers to resolve customer issues efficiently and effectively at first contact. An additional 50% of a Group Lead’s time will be spent coaching and ensuring quality assurance for their group. The remainder of their time will be spent on administrative tasks and projects as assigned or approved by their manager. These projects include process improvement and data analysis with cross-functional teams.

Our Group Leads should embody servant leadership. Their primary responsibility is to ensure that their CX Associates feel empowered, encouraged, and equipped to represent The Farmer’s Dog in the best way possible. This means approaching each associate as an individual and pouring time and energy into their specific needs while identifying personal strengths and areas for improvement as they grow through their Farmer’s Dog career.

The current shifts being offered are 

• Sunday-Thurday 10pm CT - 7am CT

How You'll Make An Impact

Coaching

• Provide real-time and structured feedback to group
• Identify recurring mentor opportunities and build impactful and pointed 1:1s around them
• Report trends in knowledge gaps to allow Training to address systematically
• Ability and willingness to coach a group on new processes and policies as needed
• Follow up with direct reports as needed to ensure efficient completion of assigned tasks 
• Work closely with managers to develop ongoing strategies to protect and promote TFD culture/values within the department.

Phone Support

• Handle escalated phone calls in real time

Written Communication

• Be the source of truth for any questions that arise from team members
• Coach team members on the best way to find information directly

Systems and Processes

• Always Seek Better to provide constructive feedback and proposed solutions for systems and processes that do not meet your needs

Administrative

• Assist with onboarding and offboarding team members
• Assist our HR Group in supporting your group as needed
• Ensure time is tracked accurately and approve timecards in for all direct reports
• Inbox Admin 

We're Excited About You Because

• You have a minimum of 1-2 years leading and developing employees in previous roles
• You have strong emotional intelligence and ability to think in a customer-first manner
• You have a proven command of different platforms and customer experience tools
• You are proficient in Excel and Google Sheets
• You have an infectious positive demeanor

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