Customer Care Manager

Location: Nashville, Tennessee, United States; must be within commuting distance and work in the office 4–5 days per week

Company

The Farmer’s Dog provides personalized subscriptions of freshly made, complete and balanced dog food delivered directly to customers.

What you will do

• Lead and develop a team of 10–15 Customer Care Advisors through frequent, actionable coaching and targeted one-to-ones.
• Own team performance, engagement, accountability, onboarding, offboarding, time tracking, and timecard approval.
• Resolve customer escalations and communicate directly with customers when needed to deliver effective first-contact support.
• Identify knowledge gaps, recurring issues, root causes, and opportunities to improve customer care processes and systems.
• Collaborate with Operations, Training, and cross-functional partners on policies, process improvements, data analysis, and culture initiatives.
• Interview and assess candidates for Customer Care Advisor positions.

Requirements

• 1–2 years of experience leading and developing employees, preferably in customer service teams within DTC organizations.
• Strong emotional intelligence, critical thinking, customer-first judgment, ownership, and accountability.
• Proficiency in data analysis and insights using Excel and Google Sheets.
• Strong writing skills and the ability to coach teams on processes, policies, and information systems.
• Ability to work in the Nashville office 4–5 days per week and live within a commutable distance.

Culture & Benefits

• In-person culture focused on collaboration, connection, and shared accountability.
• Dog-friendly office in SoHo.
• Competitive compensation and equity packages.
• Healthcare, dental, vision, mental health benefits, and a company-matched 401(k).
• 12 weeks of paid parental leave, flexible PTO, and discounted fresh food for dogs.
• Belonging programs including employee surveys, manager training, and TFD camps.