Customer Experience Associate, The Farmer's Dog

• 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!

• 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
• We don’t think of ourselves as “Acquisition Marketers”, “Engineers”, “Data Analysts”, or “Product Managers”
• Beyond denoting skill sets and areas of expertise, we don’t think departments matter
• We’d rather align ourselves to the goals we’re working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact
• We strive to orient ourselves around customer problems TOGETHER – getting the right people, with the right context, in the right rooms/Zooms to solve problems holistically
• Deliver exceptional customer service through inbound phone contacts, email, text and chat
• 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

• 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

Total funding: $168.1m

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.