Customer Experience Support Specialist

Who We Are

The Farmers Dog was born from a mission to change the landscape of pet health providing dogs and their humans with honest smart and simple care. Were starting by radically improving the $90 billion pet food industry replacing bags of highlyprocessed pellets with a personalized subscription service that sends complete and balanced freshlymade dog food directly to customers doors. Our ultimate goal is to create innovative delightful and personalized experiences across all aspects of pet care and we believe our directtoconsumer business model holistic approach to growth and dynamic culture uniquely position us to shepherd this backwards industry into the future.

To date The Farmers Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers health to their companions and muchneeded change to the way people feed and care for their pets.

#LongLiveDogs

What We Stand For and Where Youll Come In

As a Support Specialist focused on escalations and fraud youll play a key role in navigating complex customer experiences with empathy clarity and a solutionsdriven mindset. Youll engage thoughtfully and proactively with each interaction championing our mission brand and core values to ensure every customer feels heard valued and supported.

In this role youll handle escalated conversations and address potential fraud across various channels. Working closely with internal teams youll ensure customer concerns are resolved with empathy and consistency creating a smooth and supportive experience. Your ability to stay composed communicate clearly and think proactively will strengthen customer relationships.

The ideal candidate has experience supporting customers through sensitive situations particularly around escalations and fraud. Youre adaptable thoughtful and thrive in dynamic environments where processes are evolving. If youre passionate about meaningful work and excited to make a positive impact on the customer experience wed love to hear from you.

One Team: We dont think of ourselves as Acquisition Marketers Engineers Data Analysts or Product Managers. Beyond denoting skill sets and areas of expertise we dont think departments matter. Wed rather align ourselves to the goals were working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER getting the right people with the right context in the right rooms/Zooms to solve problems holistically.

We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere and we arent tied to our proactively source talk to our customers and leads regularly and are quick to change course if we know theres a better or more impactful way to solve problems.

We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives longterm retention. We answer questions and address problems early and proactively. We understand the value of different channels initiatives and messages and know how to articulate impact and advocate for prioritization holistically.

We Execute For Impact: We dont subscribe to best practices or industry KPIs. Were uninterested in how we compare to benchmarks; instead we orient ourselves around being the best we can possibly be. Similarly we dont subscribe to rigid or classical expectations of roles i.e. acquisition is hyperfocused on improving customer retention and experience.

We Are Focused and Work Without Assumption: We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end we seek to work in sequence and not in parallel. We constantly ask ourselves whats the most important hypothesis I should be working on right now How do I confirm or reject that hypothesis as fast as possible. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We dont expect to be perfect the first time.

How Youll Make An Impact

• Engage with customers through various inbound and outbound communication channels (phone email SMS reviews and Sprout) to provide exceptional customer experiences and guidance as well as address customer feedback and fraudulent activity
• Partner closely with teams across the business
• Manage and resolve complex customer experiences on behalf of The Farmers Dog with a high level of support
• Assist with the credit card dispute process including evidence gathering submission and customer communication
• Collaborate with leadership and crossfunctional teams to identify trends and abnormalities in the customer experience (both leads and subscribers) while developing new insights and resources for effective fraud prevention and detection
• Support ongoing CX improvements and initiatives that will increase CX efficiency and effectiveness by contributing to the development of continuous education coaching and internal communication content
• Support the overarching CX inbox as time allows

Were Excited About You Because

• You have at least 2 years in customer service experience
• 1 years experience in a specialist position; experience handling escalations fraud or risk mitigation role is a plus
• Youre comfortable with reaching out to customers through outbound calling emailing and SMS and you add a heightened level of empathy and human touch to each and every interaction
• Possess conflict resolution and crisis management skills that enable you to be confident having intricate conversations
• You pride yourself of taking initiative and ownership are a selfstarter and have a strong attention to detail
• Youll bring an allhandsondeck mentality with an ability to remain calm and excel under pressure
• You love the challenge of turning a loss into a win exceeding customer expectations and Delivering Joy in a way that has the potential to turn a poor experience into a great one
• You possess the ability to identify root cause issues and have confidence in your conflict resolution skills to pair up with this
• You thrive on working within an organization that is everevolving by showcasing your flexibility and how you embrace ambiguity
• You have excellent time management and organizational skills; ability to multitask prioritize tasks and carry them out independently is a must!
• You are resilient. You are proud of your ability to deescalate unhappy customers and turn them into advocates
• A background in fraud detection and prevention particularly in ecommerce or subscriptionbased services would bring valuable expertise to the role
• Basic legal and compliance knowledge would be a plus

Office Guidelines

We are an inoffice culture made of inoffice 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.

Our Belonging Philosophy:

Our companys mission is rooted in deep genuine care for dogs and for the people who love them. As an organization we are full of individuals who are unique in many ways but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult decadeslong endeavor. We believe the best use of our time energy and resources as a collective team is to focus on this mission and on supporting our team to do their best work and be their best selves. In support of this were 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. We strive to provide an experience at TFD that will be invested meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.

A Few of Our Best Benefits

• Dogfriendly office in Boca Raton
• Marketcompetitive 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 inperson meetings) is now a feature not a bug

Equal Employment Opportunity Statement

The Farmers Dog Inc. is an equal employment opportunity employer and does 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. For more information please visit Know Your Rights.

Reasonable Accommodations

TFD complies with applicable federal state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact.