Customer Care Manager

The Farmer's Dog; Town of Florida (NY); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Dog-friendly offices

Equity packages

Healthcare, Dental, and Vision

401k match

12-week paid parental leave

Flexible PTO and work-from-home policy

Discounted fresh dog food

Pet interrupting video calls and in‑k‑

Your pet interrupting video calls and:

Job summary

The Farmer's Dog is seeking a Customer Care Manager to lead and develop a team of 10–15 associates, driving a high-performance, customer-first culture. This role balances coaching, quality assurance, and cross-functional collaboration to resolve issues and elevate service levels.

You will own team performance, deliver Iconic Care, and engage directly with customers as needed while guiding process improvements and ensuring policy compliance across the department.

Qualifications

• Minimum 1–2 years of experience leading and developing employees.
• Strong emotional intelligence and customer-first mindset.
• Excellent writing and communication skills.

Responsibilities

• Lead and develop a 10–15 person customer care team.
• Coach, set expectations, and drive accountability and performance.
• Analyze data and partner with cross-functional teams to resolve issues.
• Own team performance and deliver Iconic Care.
• Support escalations and improve processes.

Skills

Emotional intelligence

Exceptional writing

Critical thinking

Data analysis

Excel

Google Sheets

Ownership

Dog lover

Tools

Excel

Google Sheets

Job description

• 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, elevate 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
• 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

Benefits

• Dog-friendly offices
• Equity packages
• Healthcare, Dental, and Vision insurance
• 401k match
• 12-week paid parental leave
• Flexible PTO and work-from-home policy
• Discounted fresh dog food
• Your pet interrupting video calls and in-person meetings is now a feature, not a bug

You have strong emotional intelligence and ability to think in a customer-first mannerYou are a phenomenal writerYou demonstrates strong critical thinking skills to identify root causes, uncover process improvements, and enhance advisor and Customer CareYou love dogsYou take strong ownership of your team, driving engagement, accountability and performance to consistently deliver resultsYou are proficient in data analysis and insights, with skillset to leverage Excel and Google SheetsYou have an infectious positive demeanorYou have a minimum of 1-2 years leading and developing employees in previous roles