Customer Experience Lead (TN)

Job Description

Who We Are

The Farmer’s Dog was created to radically improve the $90 billion global pet food industry — starting with a subscription service that sends freshly-made food directly to customers’ doors. Long term, our aim is to simplify every part of pet care, bettering the lives of the animals who make our lives better. We recently raised our Series B and are backed by early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.

Join The Farmer’s Dog team as we continue to figure out ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#mustlovedogs

Where You'll Come In

As a CX Lead, your ultimate goal is to coach the team, driving individuals towards their goals, and resulting in excellent customer experience. A Lead is responsible for mentoring CX Agents and helping to increase our CSAT and Net Promoter Score. You will champion the vision for our company’s customer experience and coach a team of 8-10 team associates. You deeply care about the customer and lead by example by being the customer’s advocate while possessing strong leadership & management skills to drive transformation in a high-growth environment.

How You'll Make An Impact

• Manage the day-to-day of the inbox, customer escalations, and determine proper staffing levels across channels/views to ensure customer service expectations are met
• Effectively communicate and proactively identify and plan for process improvements
• Lead our team of associates, and provide guidance to solve problems and deliver best-in-class customer experience
• Evaluate productivity and performance as it measures up to team-wide goals
• Coach and support CX Agents daily and through regular QA and 1:1s, providing feedback and appropriate training to ensure team is set up for success
• Assist with interviewing and hiring of new members Nashville CX Team; Onboard and train new team members
• Deliver stellar and thoughtful customer experiences, and manage customer questions about the product and their account/subscription
• Provide managers regular updates related to volume, customer inquiries, process, etc., and escalating issues and challenges as needed
  

We're Excited About You Because

• 3+ years of professional customer service experience with a minimum 1 in a team lead/manager capacity
• Experience managing and developing employees in previous roles
• Strong sense of empathy and ability to think in a customer-first manner
• Strong command of Zendesk, Kustomer or similar CRM platform
• Well-versed in Excel and Google Sheets

Benefits

• Brand new dog-friendly office in Nashville
• Comprehensive Healthcare, Dental, and Vision
• Flexible PTO and WFH policy
• Discounted fresh food for your pup
• Fresh breakfast, snacks and coffee for the humans
• Strict daily belly rub quota