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 be responsible for coaching, providing quality assurance, and handling escalated customer issues. A significant portion of your time will be dedicated to coaching and developing your team, ensuring they are empowered and equipped to represent the company effectively. You will also contribute to process improvement and data analysis projects. This role requires strong leadership skills, emotional intelligence, and experience in customer service. The position is currently remote but will transition to an in-office role in Boca Raton/North Broward area 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 Boca Raton/North Broward area
• Market-competitive hourly compensation and equity packages
• $75 monthly stipend to assist with home internet costs and commuting expenses
• Comprehensive Healthcare, Dental, and Vision
• Competitive 401k plan with company match
• 12 week paid parental leave
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug