Customer Experience Team Lead

4 weeks ago


Fort Lauderdale, Florida, United States The Farmer's Dog Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Team Lead to join our team at The Farmer's Dog. As a key member of our customer service team, you will be responsible for leading and developing a group of 10-15 associates to provide exceptional customer experiences.

Key Responsibilities
  • Coach and develop a team of customer service representatives to ensure they have the skills and knowledge needed to provide outstanding customer experiences.
  • Provide real-time and structured feedback to the team to help them improve their performance.
  • Identify recurring knowledge gaps and report them to the training team to ensure that the team is equipped with the necessary skills and knowledge.
  • Ability and willingness to coach the team on new processes and policies as needed.
  • Follow up with direct reports to ensure efficient completion of assigned tasks.
  • Work closely with managers to develop ongoing strategies to protect and promote TFD culture and values within the department.
Requirements
  • A minimum of 1-2 years of experience leading and developing employees in previous roles.
  • Strong emotional intelligence and ability to think in a customer-first manner.
  • Proven command of different platforms and customer experience tools.
  • Proficient in Excel and Google Sheets.
  • Infectious positive demeanor.
About Us

The Farmer's Dog is a mission-driven company that is dedicated to providing honest, smart, and simple care for dogs and their humans. We are committed to hiring and supporting a diverse workforce and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team.

What We Offer
  • Market-competitive compensation and equity packages.
  • Comprehensive Healthcare, Dental, and Vision.
  • Company-sponsored mental health benefit and coaching through Modern Health.
  • 12-week paid parental leave.
  • Competitive 401k plan with company match.
  • Flexible PTO and hybrid work policy.
  • Discounted fresh food for your pup.
  • Pup-friendly office in North Fort Lauderdale/Boca Raton area.

We are an equal employment opportunity employer and do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status.



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