Customer Care Manager: Lead a HighImpact DTC Pet Care Team

The Farmer's Dog; Boca Raton (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Dog-friendly office

Equity packages

Healthcare, Dental, Vision

Mental health benefits

12 weeks parental leave

401k with company match

Flexible PTO

Pup discounts

Job summary

The Farmer’s Dog is seeking a Customer Care Manager in Boca Raton to lead a team of 10-15 Advisors. You will coach, develop, and empower frontline associates to deliver exceptional care, resolving issues with first-contact efficiency and cross-functional collaboration.

This in-office role emphasizes servant leadership, data-driven improvements, and strong ownership of team performance. You will directly support customer escalations, coach on new processes, and partner with Ops to uphold our

Qualifications

• You have a minimum of 1-2 years leading and developing employees in previous roles.
• You have strong emotional intelligence and ability to think in a customer-first manner.
• You demonstrates strong critical thinking skills to identify root causes, uncover process improvements, and enhance advisor and Customer Care.
• You are proficient in data analysis and insights, with skillset to leverage Excel and Google Sheets.

Responsibilities

• 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.
• 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.

Skills

Leadership

Customer service

Coaching

Data analysis

Emotional intelligence

Critical thinking

Ownership

Customer-first mindset

Tools

Excel

Google Sheets

Job description

The Farmer’s Dog is seeking a Customer Care Manager in Boca Raton to lead a team of 10-15 Advisors. You will coach, develop, and empower frontline associates to deliver exceptional care, resolving issues with first-contact efficiency and cross-functional collaboration.

This in-office role emphasizes servant leadership, data-driven improvements, and strong ownership of team performance. You will directly support customer escalations, coach on new processes, and partner with Ops to uphold our