Customer Care Manager

Posted: 02/08/2021

Please click here to view the full position description and submit your application.

 

Who We Are

We love dogs. We really, really love dogs. We stop and say hello to every dog we see on the street. We pride ourselves on giving the best belly rubs. The dog park is our happy place.

To us, dogs are more than just pets — they’re tail-wagging, best-friending, sometimes shoe-chewing members of the family. But the system is broken, and dogs are suffering. The ease of setting up a storefront online is making the problem worse and worse. Well-intentioned people, who just want to give a dog a good home, don’t know who they can trust. We’re here to change all that.

We’re transforming the way people become dog parents by helping educate prospective dog owners about how to get the right dog for them and helping them do so from a reputable source by connecting them with the best, most responsible breeders, shelters and rescues in the country.


 

About the Role:

Reporting to the Head of Customer Operations, the Customer Care Manager will be responsible for the day-to-day operations of the Customer Care team. They will lead a growing team of specialists dedicated to providing exceptional customer support via phone, email, chat and text. They will be responsible for performance management, growth and development of the team, as well as building and improving processes to drive exceptional customer experiences. They will be proactively and empathetically solving customer concerns to ensure that our customers have the best possible experience when finding their new best friend. 

We are looking for someone who will “roll up their sleeves” to get the job done, collaborate effectively with team members and is able to diffuse difficult situations with sensitivity and careful wording. Ideal candidates will flourish in a fast-paced atmosphere, while remaining focused, working productively and successfully juggling many tasks. Successful applicants will be extremely organized, attentive to detail and remain composed under stress. We are looking for someone who is passionate about helping others develop, and is ready to step up to the challenge of continuing to build our Customer Care team. 


 

What You’ll Do:

  • Manage a growing team of support specialists which also includes scheduling, coordinating team meetings and weekly check-ins
  • Review and analyze team performance to ensure metrics are consistently met
  • Handle customer complaints and escalate when necessary
  • Proactively look for ways to help improve team performance and the customer experience
  • Build processes, suggest improvements, and implement strategies that help scale the team while driving exceptional customer experiences
  • Liaise with team leaders to support and implement growth strategies
  • Coordinate and manage customer support projects and initiatives
  • Recruit, mentor, train, and develop support specialists and nurture an environment where team members can excel through encouragement and empowerment. 
  • Be able to shift into the customer care support role and respond to customer inquiries in a timely and accurate manner, via text, email or phone
 

What We’re Looking For:

  • 5+ years of team leadership or management experience
  • 7+ years of providing an exceptional buyer/customer support experience
  • An enthusiastic customer-oriented professional with the ability to energize the team on reaching specific goals
  • Exceptional verbal and written communication skills 
  • Excellent problem solver & ability to think and adapt quickly
  • Flexibility, including the ability to handle and navigate organizational and/or role changes
  • Skilled in multitasking, prioritizing and the ability to manage time effectively
  • Exceptionally well-organized and detail-oriented
  • Must be able to handle stressful phone conversations while maintaining a positive attitude
  • A high comfort level working in a fast paced, community type environment
 

What you’ll love about working here:

  • You’ll be in on the ground floor of a fast moving startup that is bringing about real positive change in the lives of both people and dogs
  • You’ll have the opportunity to work on every aspect of the customer experience
  • You’ll work with a team of kind, passionate, incredible people with experience at some of the top startup companies
  • You’ll be part of an exciting, fast-paced startup environment
  • And of course, you can bring your dog to work!

 

Good Dog is an equal opportunity employer. If you are a person with a disability and require assistance during the application process, please don’t hesitate to let us know. We welcome members of all backgrounds and perspectives.

* This role will be working from home until further notice due to COVID-19 (but the successful candidate will be expected to be based out of our Salt Lake City office post-pandemic)

Please click here to view the full position description and submit your application.