Customer Experience Risk Mitigation Specialist

Who We Are

The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made 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 direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future.

To date, The Farmer’s 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 much-needed change to the way people feed and care for their pets.

#LongLiveDogs

What We Stand For and Where You'll Come In

The CX Risk Mitigation Specialist will ensure to protect the business while supporting the customer at the same time. In this role, you will help mitigate risk to the business across the areas of fraud, negative reviews and social media comments, vet bill reimbursements and other inbound escalation where you’ll act as an outstanding ambassador for The Farmer’s Dog instilling trust and reassurance with our customers. The ideal candidate will possess the ability to remain cool under pressure when leveraging tone and language to reach a resolution in sensitive scenarios, as well as maintaining a detail-oriented focus when monitoring for risk across different channels. You will be key in handling outbound communications through all channels in Gladly, Sprout, Trustpilot and the BBB website, meeting customers’ needs reactively, but handling them with a proactive approach to resolve any issues for escalated customers that may arise throughout the customer journey. Additionally, you will work to monitor for fraud by utilizing Looker, Stripe, Simon and Fullstory. This role collaborates cross-functionally with Acquisition, Legal and Finance so having the ability to communicate efficiently is paramount.

One Team: We don’t think of ourselves as “Acquisition Marketers”, “Engineers”, “Data Analysts”, or “Product Managers”. Beyond denoting skill sets and areas of expertise, we don’t think departments matter. We’d rather align ourselves to the goals we’re 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 aren’t tied to our own. We proactively source input. We talk to our customers and leads regularly and are quick to change course if we know there’s 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 long-term 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 don’t subscribe to “best practices” or “industry KPIs”. We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles – i.e. acquisition is hyper-focused 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, “what’s 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 don’t expect to be perfect the first time.

How You'll Make An Impact

• Engage with customers through various inbound and outbound communication channels (phone, email, SMS, reviews, and Sprout) to provide exceptional customer service, and guidance, as well address customer feedback and fraud cases
• Partner closely with teams across the business
• Manage and resolve complex cases of customer issues on behalf of The Farmers Dog - and solve with a high level of support
• Meet with CX Leadership and cross functional stakeholders weekly to discuss important cases and issues
• Examine qualitative data to spot trends and abnormalities within customer accounts (both leads and subscribers) to identify and handle fraud risks
• Own the credit card dispute process from evidence gathering and submission to customer communication
• Assist Leadership and cross functional stakeholders in developing new insights and resources for 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 allots

We're 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
• You’re 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 self-starter, and have a strong attention to detail
• You'll bring an all-hands-on-deck 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 ever-evolving 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 de-escalate unhappy customers and turn them into advocates
• A background in fraud detection and prevention, particularly in e-commerce or subscription-based services, would bring valuable expertise to the role
• Basic legal and compliance knowledge would be a plus

Office Guidelines

The office is open and available for all Monday through Friday. We ask all team members to be in office a minimum of 2 - 3 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 DEI Philosophy:

Our company’s 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, decades-long 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 we’re 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

• Brand new dog-friendly office located in Nashville and Boca Raton (upon a safe return-to-office!)
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• 12 week paid parental leave
• Competitive 401k plan with company match
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

Equal Employment Opportunity Statement

The Farmer's 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.

#LI-Onsite #LI-Hybrid