Customer Experience Group Lead, The Farmer's Dog
2-3 days a week in office (Boca Raton, FL)
Human-grade dog food delivery
Be an early applicant
Human-grade dog food delivery
501-1000 employees
Be an early applicant
2-3 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
- 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
What the job involves
- 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
- 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
- Handle escalated phone calls in real time
- Be the source of truth for any questions that arise from team members
- Coach team members on the best way to find information directly
- Always Seek Better to provide constructive feedback and proposed solutions for systems and processes that do not meet your needs
- 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
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
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 23 more jobs at The Farmer's Dog