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The Farmer's Dog · 21 hours ago

Customer Experience Group Lead

Nashville, Tennessee, United States

Full-time

Hybrid

Entry, Mid Level

1+ years exp

The Farmer's Dog is a rapidly growing pet health service company committed to transforming pet care. The Customer Experience Group Lead will be responsible for leading a team of associates to ensure exceptional customer service and satisfaction while fostering a supportive and effective team environment.

Consumer GoodsE-CommerceFood and BeveragePersonalizationPetSubscription Service

Responsibilities

Provide real-time and structured feedback to group

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 direct reports as needed to ensure efficient completion of assigned tasks

Work closely with managers to develop ongoing strategies to protect and promote TFD culture/values within the department

Handle escalated phone calls in real time

Be the source of truth for any questions that arise from team members

Coach team members on the best way to find information directly

Always Seek Better to provide constructive feedback and proposed solutions for systems and processes that do not meet your needs

Assist with onboarding and off-boarding team members

Assist our HR Group in supporting your group as needed

Ensure time is tracked accurately and approve timecards in for all direct reports

Qualification

Customer service leadershipCoachingCustomer experience toolsMentoringData analysisProcess improvementEmotional intelligencePositive demeanorOnboardingOff-boardingAdministrative tasksTime trackingInbox managementTeam empowermentWritten communicationTeam collaborationTime managementFeedback provisionProblem-solvingCross-functional collaborationCustomer-first mindset