Customer Experience Associate, The Farmer's Dog
+ Equity.
3 days a week in office (Boca Raton, FL)
Human-grade dog food delivery
Open for applications
Human-grade dog food delivery
501-1000 employees
Open for applications
+ Equity.
3 days a week in office (Boca Raton, FL)
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
- Are you a dog person who has always thought that there was a better way to deliver service - simply, easily and with love - just like our food?
- Do you have a desire to engage in meaningful conversations while helping our customers improve the quality of their dog’s lives?
- Are you passionate about the idea of disrupting the pet food industry and providing healthy human grade food for dogs?
- We need people who can consistently deliver a positive, world class customer experience via phone, email, and text
- You provide service with a human touch to each and every customer you help
- You are exceptionally comfortable speaking on the phone with customers
- You are resilient. You’ve developed skills that allow you to overcome the daily challenges of a CX role
- You’re flexible and comfortable balancing multiple priorities when needed
- You are proud of your ability to de-escalate unhappy customers and turn them into advocates
- You pride yourself on your outstanding interpersonal and organizational skills
- You thrive on going above and beyond for people and treating each customer conversation as unique
- You operate with ownership, are a self-starter, and have a strong attention to detail
- You keep a positive demeanor as you learn, grow, and develop in a new environment
- You are uniquely YOU! We've found that dog lovers with a variety of backgrounds and interests can excel. Whether you’re starting your career or looking for a career change, we encourage you to apply!
What the job involves
- Our Customer Experience Department (CX) is looking for people who will be the eyes and ears of our customer service organization
- Our goal is to resolve customer queries with fast, friendly, and courteous service
- Service can include responding to inquiries regarding billing, delivery status, account information, updating payments methods, nutritional information and general questions about subscriptions
- This opportunity is a full-time role of 40 hours per week
- The shift to be filled is 2pm-11pm ET. We're looking to fill Sunday-Thursday and Tuesday-Saturday shifts at this time
- Deliver exceptional customer service through inbound phone contacts, email and text
- Resolve customer issues with a high degree of empathy while building value in our products
- Respond to customers in a timely manner with thorough and accurate information
- Document customer interactions in our contact management system and CRM so that we understand how to improve the customer experience
- Work independently with customers but also be able to share information about these conversations with your colleagues, e.g. People Leads/Managers and Cross-Functional Leads
- Comply with all company and department policies and procedures
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
Many candidates hear
back within 2 weeks
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 values
- Deliver Joy: We share kindness with all, leaving people happier than before our interaction.
- Be Authentic: We’re well-intentioned and understanding in our actions, assuming the same of others.
- Seek Better: We’re sceptical of the status quo and open to new approaches.
- Act Boldly: We’d rather learn from calculated, courageous risks than miss opportunities from fear.
- Play Team: We take individual and collective ownership of progress, and show gratitude to those who help.
Company HQ
South Village, New York, NY
Articles
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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