Customer Care Manager

The Farmer's Dog•Nashville, TN

9d•Onsite

About The Position

The Customer Care Manager 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 Manager 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. This leader will take full ownership of their team’s performance, fostering a high-performing, accountable, and engaged culture where results are delivered through proactive coaching, clear expectations and continuous development. They will be skilled at both elevating top performance and thoughtfully course- correcting when needed to uphold our standards. A Manager will maintain expertise in delivering outstanding customer experiences by spending time, as required, directly communicating with customers to resolve issues efficiently and effectively at first contact. They will also dedicate meaningful time to coaching, quality assurance, administrative responsibilities, and strategic projects, including process improvement and data analysis in partnership with cross-functional teams. Our Manager should embody servant leadership. Their primary responsibility is to ensure that their Customer Care Advisors 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. This position is able to be located within a commutable distance to Nashville.

Requirements

A minimum of 1-2 years leading and developing employees in previous roles.
Strong emotional intelligence and ability to think in a customer-first manner.
Demonstrates strong critical thinking skills to identify root causes, uncover process improvements, and enhance advisor and Customer Care.
Proficient in data analysis and insights, with skillset to leverage Excel and Google Sheets.
Takes strong ownership of their team, driving engagement, accountability and performance to consistently deliver results.
An infectious positive demeanor.
A phenomenal writer.
Love dogs.

Responsibilities

Drive performance and the delivery of Iconic Care by providing frequent, in-the-moment, and actionable coaching to advisors.
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 team members as needed to ensure efficient completion of assigned tasks.
Work closely with OpsManagers to develop ongoing strategies to protect and promote TFD culture/values within the department.
Be the source of truth for any questions that arise from team members.
Coach team members on the best way to find information directly in our systems.
Support customer escalations, as needed, to provide Iconic Care.
Provide constructive feedback and proposed solutions for systems and processes that do not meet the needs to support you or your team.
Support advisors in the full employee lifecycle, from onboarding to offboarding.
Collaborate with Humans to effectively maintain accountability and compliance with policies and procedures.
Ensure time is tracked accurately and approve timecards for all direct reports.
Actively engage in the selection process for prospective Advisors, including conducting structured interviews, assessing candidate competencies.