The Farmer's Dog
Group Lead, Customer Experience
The Farmer's Dog, Boca Raton, Florida, us, 33481
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.
#LongLiveDogsWhere 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 areSunday-Thurday 10pm CT - 7am CTHow You'll Make An Impact
CoachingProvide real-time and structured feedback to groupIdentify recurring mentor opportunities and build impactful and pointed 1:1s around themReport trends in knowledge gaps to allow Training to address systematicallyAbility and willingness to coach a group on new processes and policies as neededFollow up with direct reports as needed to ensure efficient completion of assigned tasksWork 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 timeWritten Communication
Be the source of truth for any questions that arise from team membersCoach team members on the best way to find information directlySystems and Processes
Always Seek Better to provide constructive feedback and proposed solutions for systems and processes that do not meet your needsAdministrative
Assist with onboarding and offboarding team membersAssist our HR Group in supporting your group as neededEnsure time is tracked accurately and approve timecards in for all direct reportsInbox AdminWe're Excited About You BecauseYou have a minimum of 1-2 years leading and developing employees in previous rolesYou have strong emotional intelligence and ability to think in a customer-first mannerYou have a proven command of different platforms and customer experience toolsYou are proficient in Excel and Google SheetsYou have an infectious positive demeanorOffice Guidelines
Upon our office opening, we ask all team members to be in office a minimum of 2-3 days a week to build a collaborative and invested environment to foster our unique in-person culture we are proud to have. This office policy is subject to change at company discretion.Our DEI Philosophy:
Our company's mission is rooted in deep, genuine care for dogs - and for the people who love them. As an organization we are full of individuals who are unique in many ways, but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult, decades-long endeavor. We believe the best use of our time, energy, and resources as a collective team is to focus on this mission, and on supporting our team to do their best work and be their best selves. In support of this we're committed to hiring and supporting a diverse workforce, and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team. We strive to provide an experience at TFD that will be invested, meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.A Few of Our Best BenefitsPup-friendly office in North Fort Lauderdale/Boca Raton areaMarket-competitive compensation and equity packagesComprehensive Healthcare, Dental, and VisionCompany sponsored mental health benefit and coaching through Modern Health12 week paid parental leaveCompetitive 401k plan with company matchFlexible PTO and hybrid work policyDiscounted fresh food for your pupYour pet interrupting video calls (and in-person meetings) is now a feature, not a bugEqual Employment Opportunity Statement
The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status. For more information, please visit Know Your Rights.
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.
#LongLiveDogsWhere 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 areSunday-Thurday 10pm CT - 7am CTHow You'll Make An Impact
CoachingProvide real-time and structured feedback to groupIdentify recurring mentor opportunities and build impactful and pointed 1:1s around themReport trends in knowledge gaps to allow Training to address systematicallyAbility and willingness to coach a group on new processes and policies as neededFollow up with direct reports as needed to ensure efficient completion of assigned tasksWork 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 timeWritten Communication
Be the source of truth for any questions that arise from team membersCoach team members on the best way to find information directlySystems and Processes
Always Seek Better to provide constructive feedback and proposed solutions for systems and processes that do not meet your needsAdministrative
Assist with onboarding and offboarding team membersAssist our HR Group in supporting your group as neededEnsure time is tracked accurately and approve timecards in for all direct reportsInbox AdminWe're Excited About You BecauseYou have a minimum of 1-2 years leading and developing employees in previous rolesYou have strong emotional intelligence and ability to think in a customer-first mannerYou have a proven command of different platforms and customer experience toolsYou are proficient in Excel and Google SheetsYou have an infectious positive demeanorOffice Guidelines
Upon our office opening, we ask all team members to be in office a minimum of 2-3 days a week to build a collaborative and invested environment to foster our unique in-person culture we are proud to have. This office policy is subject to change at company discretion.Our DEI Philosophy:
Our company's mission is rooted in deep, genuine care for dogs - and for the people who love them. As an organization we are full of individuals who are unique in many ways, but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult, decades-long endeavor. We believe the best use of our time, energy, and resources as a collective team is to focus on this mission, and on supporting our team to do their best work and be their best selves. In support of this we're committed to hiring and supporting a diverse workforce, and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team. We strive to provide an experience at TFD that will be invested, meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.A Few of Our Best BenefitsPup-friendly office in North Fort Lauderdale/Boca Raton areaMarket-competitive compensation and equity packagesComprehensive Healthcare, Dental, and VisionCompany sponsored mental health benefit and coaching through Modern Health12 week paid parental leaveCompetitive 401k plan with company matchFlexible PTO and hybrid work policyDiscounted fresh food for your pupYour pet interrupting video calls (and in-person meetings) is now a feature, not a bugEqual Employment Opportunity Statement
The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status. For more information, please visit Know Your Rights.