Group Lead, Customer Experience

Summary

Join The Farmer's Dog as a Group Lead and lead a team of 10-15 customer service associates. You will coach and develop your team, ensuring they provide exceptional customer support. A significant portion of your time will be dedicated to direct customer interaction and quality assurance. You will also contribute to process improvement and data analysis projects. The ideal candidate possesses 1-2 years of experience leading customer service teams in DTC organizations and demonstrates strong emotional intelligence and customer-centric thinking. This in-office role will initially be remote until the new office opens in Q1 2025.

Requirements

• Have a minimum of 1-2 years leading and developing employees in previous roles
• Have strong emotional intelligence and ability to think in a customer-first manner
• Have a proven command of different platforms and customer experience tools
• Be proficient in Excel and Google Sheets

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 offboarding 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

Preferred Qualifications

Have an infectious positive demeanor

Benefits

• Pup-friendly office in North Fort Lauderdale/Boca Raton area
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company sponsored mental health benefit and coaching through Modern Health
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO and hybrid work policy
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug