Customer Experience Support Specialist

Customer Experience Support Specialist

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.

What We Stand For and Where You'll Come In

As a Support Specialist focused on escalations and fraud, you'll play a key role in navigating complex customer experiences with empathy, clarity, and a solutions-driven mindset. You'll 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, you'll handle escalated conversations and address potential fraud across various channels. Working closely with internal teams, you'll 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. You're adaptable, thoughtful, and thrive in dynamic environments where processes are evolving. If you're passionate about meaningful work and excited to make a positive impact on the customer experience, we'd love to hear from you.

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 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 cross-functional 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

We're Excited About You Because

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.

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 parkjust 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.

A Few of Our Best Benefits