Customer Experience Group Lead

The Farmer's Dog•Nashville, TN

4h•Hybrid

About The Position

The Farmer’s Dog is the fastest growing pet health service company in the US, and was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care – a fresh proposition in an industry riddled with manipulative and misleading marketing. We’re starting by radically improving the $100 billion pet food market, replacing bulk bags of highly-processed pellets with a personalized subscription service that sends healthy, freshly-made dog food, balanced by top veterinary nutritionists, directly to customers’ doors. Our ultimate goal is to create innovative, honest, and delightful experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic and forward-thinking culture uniquely position us to shepherd this backwards industry into the future. To date, The Farmer’s Dog has delivered hundreds of millions of meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to our customers, health to their companions, and much-needed change to the way people feed and care for their pets. #LongLiveDogs 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. One Team: 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. We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere, and we aren’t tied to our own. We proactively source input. We talk to our customers and leads regularly and are quick to change course if we know there’s a better or more impactful way to solve problems. We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels, initiatives, and messages and know how to articulate impact and advocate for prioritization holistically. We Execute For Impact: We don’t subscribe to “best practices” or “industry KPIs”. We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles – i.e. acquisition is hyper-focused on improving customer retention and experience. We Are Focused and Work Without Assumption: We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, “what’s the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?”. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don’t expect to be perfect the first time.

Requirements

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
You are able to commit to a Sunday-Thursday 1pm-10pm CT shift

Responsibilities

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 off-boarding 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