Customer Experience Support Specialist, The Farmer's Dog
+ Equity
5 days a week in office (Boca Raton, Florida)
Human-grade dog food delivery
Be an early applicant
Human-grade dog food delivery
501-1000 employees
Be an early applicant
+ Equity
5 days a week in office (Boca Raton, Florida)
501-1000 employees
Company mission
To change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care.
Role
Who you are
- You have at least 2+ years in customer service experience
- 1+ years experience in a specialist position; experience handling escalations, fraud or risk mitigation role is a plus
- You’re comfortable with reaching out to customers through outbound calling, emailing and SMS, and you add a heightened level of empathy and human touch to each and every interaction
- Possess conflict resolution and crisis management skills that enable you to be confident having intricate conversations
- You pride yourself of taking initiative and ownership, are a self-starter, and have a strong attention to detail
- You'll bring an all-hands-on-deck mentality with an ability to remain calm and excel under pressure
- You love the challenge of turning a “loss” into a “win,” exceeding customer expectations and Delivering Joy in a way that has the potential to turn a poor experience into a great one
- You possess the ability to identify root cause issues and have confidence in your conflict resolution skills to pair up with this
- You thrive on working within an organization that is ever-evolving by showcasing your flexibility and how you embrace ambiguity
- You have excellent time management and organizational skills; ability to multitask, prioritize tasks, and carry them out independently is a must!
- You are resilient. You are proud of your ability to de-escalate unhappy customers and turn them into advocates
- A background in fraud detection and prevention, particularly in e-commerce or subscription-based services, would bring valuable expertise to the role
- Basic legal and compliance knowledge would be a plus
What the job involves
- As a Support Specialist focused on escalations and fraud, you’ll play a key role in navigating complex customer experiences with empathy, clarity, and a solutions-driven mindset
- You’ll engage thoughtfully and proactively with each interaction, championing our mission, brand, and core values to ensure every customer feels heard, valued, and supported
- In this role, you’ll handle escalated conversations and address potential fraud across various channels
- Working closely with internal teams, you’ll ensure customer concerns are resolved with empathy and consistency, creating a smooth and supportive experience
- Your ability to stay composed, communicate clearly, and think proactively will strengthen customer relationships
- The ideal candidate has experience supporting customers through sensitive situations, particularly around escalations and fraud
- You’re adaptable, thoughtful, and thrive in dynamic environments where processes are evolving
- If you're passionate about meaningful work and excited to make a positive impact on the customer experience, we’d love to hear from you
- Engage with customers through various inbound and outbound communication channels (phone, email, SMS, reviews, and Sprout) to provide exceptional customer experiences and guidance, as well as address customer feedback and fraudulent activity
- Partner closely with teams across the business
- Manage and resolve complex customer experiences on behalf of The Farmers Dog, with a high level of support
- Assist with the credit card dispute process, including evidence gathering, submission, and customer communication
- Collaborate with leadership and cross-functional teams to identify trends and abnormalities in the customer experience (both leads and subscribers) while developing new insights and resources for effective fraud prevention and detection
- Support ongoing CX improvements and initiatives that will increase CX efficiency and effectiveness by contributing to the development of continuous education, coaching and internal communication content
- Support the overarching CX inbox as time allows
Our take
Pet food production in the US is held to alarmingly low safety and quality standards despite being a $99 billion industry, which is hidden behind loose labeling and marketing regulations. When one of the founders of The Farmer's Dog realised that dog food was making his dog sick, they decided that dogs shouldn't be fed anything that wouldn't pass legal requirements for humans.
The Farmer’s Dog produces customised dog food packages that are sent as a regular subscription service. Recipes behind the dog food are personalised and are comprised of natural and high-quality ingredients, aiming to meet the dietary requirements of each individual dog. As the dog food is human-grade, the company even taste-tests its recipes on humans.
The startup sends millions of meals every month and boasts a continual subscription rate of almost 50%. It has raised $50 million in funding to date and is developing new pet food products and scaling to offer its subscription service outside of the US.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2021
$65m
SERIES D
Jan 2020
$54m
SERIES C
Total funding: $168.1m
Company benefits
- Dog-friendly offices
- Equity packages
- Healthcare, Dental, and Vision insurance
- 401k match
- 12-week paid parental leave
- Flexible PTO and work-from-home policy
- Discounted fresh dog food
- Your pet interrupting video calls and in-person meetings is now a feature, not a bug
Company HQ
South Village, New York, NY
Leadership
Jonathan Yoni Regev
(Co-founder & CEO)Graduated in Business at Berkeley, UC, and then co-founded The Farmer's Dog in 2014, serving as CEO since.
Brett Podolsky
(Co-founder)Graduated with a B.A. in Liberal Arts from Lynn University before co-founding The Farmer's Dog.
Salary benchmarks
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