Customer Care Manager

Customer Care Manager

Nashville, Tennessee, United States

Who We Are

The Farmer's Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We're starting by radically improving the $90 billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers' doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future. To date, The Farmer's Dog has delivered over 1 billion 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 customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

What We Stand For and Where You'll Come In

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.

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.

How You'll Make An Impact

• 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.

We're Excited About You Because

• 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 demonstrates strong critical thinking skills to identify root causes, uncover process improvements, and enhance advisor and Customer Care.
• You are proficient in data analysis and insights, with skillset to leverage Excel and Google Sheets.
• You take strong ownership of your team, driving engagement, accountability and performance to consistently deliver results.
• You have an infectious positive demeanor.
• You are a phenomenal writer.
• You love dogs.

Office Guidelines

We are an in-office culture, made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement. We ask all team members to be in office 4 - 5 days a week to build a collaborative and invested environment to foster our unique in-person culture we are proud to have. This office policy is subject to change at company discretion.

Our Belonging Philosophy

At TFD, we believe Belonging is a shared commitment to creating a workplace where every person feels respected, valued, and empowered to be themselves. When people feel a true sense of belonging, they do their best work, take smart risks, and bring forward diverse perspectives — leading to stronger decisions and deeper relationships. We anchor this belief in a simple phrase: "Everyone's welcome at the dog park." No matter your background, identity, or role, there's space for you here. There's no one way to show up at the dog park— just shared space, mutual respect, and the freedom to be yourself. Being included is just the beginning, it's about contributing your voice, growing through challenges, and building trust through shared goals. This philosophy guides how we lead, how we hire, how we communicate, and how we grow. We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees, from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate, a shared laugh, or a quick story about your weekend. Our structure includes biannual employee surveys, manager training, TFD camps