Customer Care Manager

About the role

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.

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.
• 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 Ops Managers 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 and assessing candidate competencies.

Requirements

• Minimum of 1–2 years leading and developing employees in previous roles.
• Strong emotional intelligence and ability to think in a customer-first manner.
• Demonstrated strong critical thinking skills to identify root causes, uncover process improvements, and enhance advisor and Customer Care.
• Proficient in data analysis and insights, with skillset to leverage Excel and Google Sheets.
• Takes strong ownership of your team, driving engagement, accountability and performance to consistently deliver results.
• Infectious positive demeanor.
• Phenomenal writer.
• Loves dogs.

Office Guidelines

We are an in-office culture, made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement. We ask all team members to be in office 4–5 days a week to build a collaborative and invested environment to foster our unique in-person culture we are proud to have. This office policy is subject to change at company discretion.

Our Belonging Philosophy

At TFD, we believe Belonging is a shared commitment to creating a workplace where every person feels respected, valued, and empowered to be themselves. When people feel a true sense of belonging, they do their best work, take smart risks, and bring forward diverse perspectives — leading to stronger decisions and deeper relationships. We anchor this belief in a simple phrase: “Everyone’s welcome at the dog park.” No matter your background, identity, or role, there’s space for you here. There’s no one way to show up at the dog park — just shared space, mutual respect, and the freedom to be yourself. Being included is just the beginning; it’s about contributing your voice, growing through challenges, and building trust through shared goals. This philosophy guides how we lead, how we hire, how we communicate, and how we grow. We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees, from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate, a shared laugh, or a quick story about your weekend. Our structure includes biannual employee surveys, manager training, TFD camps, and support from Humans to ensure we’re listening and learning from our Team. Together, these efforts reflect what Belonging means at TFD: a culture where everyone can thrive.

Benefits

• Dog-friendly office in SoHo
• Market-competitive compensation and equity packages
• Comprehensive healthcare, dental, and vision
• Company-supported mental health benefits
• 12-week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug