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The Farmer's Dog is seeking a Customer Care Manager to lead and develop a team of 10-15 customer service associates in Nashville. This is a people-management role focused on building a high-performing, accountable team that serves as ambassadors for the company's direct-to-consumer pet food subscription service.
Key responsibilities include:
- Leading and coaching a team of Customer Care Advisors to deliver exceptional customer experiences
- Taking full ownership of team performance, fostering engagement through proactive coaching and clear expectations
- Maintaining hands-on expertise by spending time directly communicating with customers to resolve issues efficiently
- Conducting quality assurance, administrative work, and strategic projects including process improvement and data analysis
- Collaborating cross-functionally to troubleshoot operational issues and escalate as needed
- Identifying individual strengths and development areas for team members to support their growth
The ideal candidate brings more than one year of experience leading customer service teams in direct-to-consumer (DTC) organizations. You should embody servant leadership, approaching each team member as an individual and investing in their success. The role requires balancing team leadership with occasional hands-on customer interactions to maintain expertise and model excellence.
The Farmer's Dog has delivered over 1 billion meals and raised $150M+ in funding. The company operates with a philosophy of customer-centric decision-making, continuous hypothesis testing, and cross-functional collaboration. The position is located within commutable distance to Nashville, Tennessee.
