Customer Care Team Leader

The Farmer’s Dog, Inc.; Boca Raton (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Dog-friendly office in SoHo

Market-competitive compensation and 4

Comprehensive Healthcare, Dental, and

Job summary

The Farmer’s Dog, Inc. is seeking a Customer Care Manager to lead a 10–15 person team and elevate the customer experience.

You will coach, mentor and develop frontline Advisors, and partner with cross-functional teams to resolve operational issues and improve processes. The ideal candidate has 1–2 years of supervisory experience in a DTC setting, strong communication skills, and a passion for customer-focused care.

Qualifications

• Minimum 1–2 years leading and developing employees in customer care or similar roles.
• Strong emotional intelligence and customer-first mindset.
• Excellent critical thinking to identify root causes and drive improvements.
• Proficient in data analysis with Excel (and Google Sheets).
• Take ownership of team performance and drive engagement and accountability.
• Excellent written communication skills.

Responsibilities

• Provide frequent, in-the-moment coaching to customer care advisors to drive performance and quality.
• Identify mentor opportunities and conduct targeted 1:1s.
• Report trends in knowledge gaps to Training for systemic improvements.
• Coach team on new processes and policies as needed.
• Follow up with team to ensure timely completion of tasks.
• Collaborate with Ops Managers to protect and promote company culture and values.
• Be the single source of truth for team questions and system guidance.
• Coach others on finding information within our systems.
• Support customer escalations to ensure Iconic Care.

Skills

People leadership

Emotional intelligence

Critical thinking

Data analysis with Excel/GS

Ownership & accountability

Strong writing

Tools

Excel

Google Sheets

Job description

The Farmer’s Dog, Inc. is seeking a Customer Care Manager to lead a 10–15 person team and elevate the customer experience.

You will coach, mentor and develop frontline Advisors, and partner with cross-functional teams to resolve operational issues and improve processes. The ideal candidate has 1–2 years of supervisory experience in a DTC setting, strong communication skills, and a passion for customer-focused care.