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The Farmer's Dog is seeking a Customer Care Manager to lead a team of 10-15 customer service associates in Boca Raton. This is a people-management role focused on building a high-performing, accountable customer care team that serves as ambassadors for the brand.
Key responsibilities include:
- Leading and developing 10-15 customer care associates with coaching, clear expectations, and continuous development
- Taking full ownership of team performance and fostering an engaged, results-driven culture
- Spending time directly with customers to resolve issues efficiently and model excellent service
- 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
- Practicing servant leadership by empowering associates and identifying individual strengths and growth areas
The successful candidate will have more than one year of experience leading customer service teams in direct-to-consumer (DTC) organizations. They should be skilled at elevating top performance and thoughtfully course-correcting when needed. The role requires balancing hands-on customer interaction with team coaching and strategic initiatives.
The Farmer's Dog is a venture-backed pet food company on a mission to transform the $90 billion pet food industry. The company delivers personalized, fresh dog food via subscription and has delivered over 1 billion meals nationwide with $150M+ in funding. The culture emphasizes cross-functional collaboration, customer-centric decision-making, and continuous hypothesis testing over rigid best practices.
