Job type full-time
Full job description
We are looking for a customer success lead with strong instincts for delighting customers and the patience to handle difficult situations.
We`re front of the pack
We`re leading the revolution on pet health
In just 13 months since launching, we`ve become one of the fastest-growing direct-to-consumer pet brands, amassing >100,000 customers who are in love with our brand and the transformational impact it has on their bestie`s wellbeing.
It all begins with love
We believe that the love you share with your dog is one of the most positive forces on the planetThere`s a new generation of pet owner parents who would do anything for their dog and understand that nutrition is the foundation of good healthBut there`s a problem - the outdated pet care industry is full of pseudoscience, ingredients you can`t pronounce or trace, and bland brands that pollute the environment with plastic packaging.
A new breed of nutrition
We’re a team of serial entrepreneurs, engineers, vets, and dog lovers who believe that science-led products can play a starring role in the story of a healthier future for our furry friendsWe`re leading the pack on science, sustainability, and shelter support:
Proven: we only use ingredients that actually work
Pure: our products are nasty-free, guaranteed
Plastic-free: we`re committed to being 100% plastic-free
Tiny pawprint: our refill systems are designed to be kinder to the planet
Raising awareness: every pet has a story, each life individual and important
Saving lives: we`ve partnered with best friends to make the nation`s shelters no-kill by 2025
And our beautiful, plastic-free packaging...
Who you are
Joining the team at this exciting, early, and pivotal stage of our journey will require you to be someone who thrives on getting stuck into challenges by being curious, a fast learner who quickly adapts, a natural team player who is outcome focussedDriven by being given the freedom to execute on delivering the business objectives.
The type of person you are and your values are just as important to us as your skills and experience as we are passionate about building an exceptional team of people who work well together.
What do those values look like?
We have a lot of experience in turning values into real living actions within companiesIf they resonate with you then join us at the foundational stage and help us turn these aspirational set of values into long-lasting, recognizable attributes of front of the pack.
What the job involves
This role will report into the chief strategy officer and is responsible for managing an outsourced contact centre in las vegas
This is a new role for front of the pack and represents an exciting new phase for customer wow as we continue to grow at pace
This is a real opportunity to help evolve the way front of the pack does customer service to ensure we continue to delight our customers
Instilling a strong sense of service and ensuring our outsourced partners are setup for success in delivering for customers,
Identifying opportunities for and ensuring a focus on continuous improvement in our cs setup, systems, processes and ways of operating,
Being a point of escalation for complex customer complaints; coaching team members through how to solve where possible - e.gVet related questions that need to leverage our science advisory board to answer,
Ensuring knowledge-sharing and communication within and across silo`s in the business to increase the effectiveness of the whole team
Using reporting and analysis to monitor performance, make decisions and recommendations
Playing a key role in helping us to become an exceptional place to work for the ambitious people we hire
Working with the leadership team to set clear objectives, prioritise efficiently and orient the service team to what matters the most
Supporting broader efforts to ensure fotp`s long term business success as part of the wider management team
3+ years’ experience managing customer service teams
Experience working in high pressure, high growth environments
Strong track record of systems and process improvement
Strong management capabilities that include getting results in high pressure environments - combining the operational day-to-day management of teams with empathy, coaching, motivational techniques, and an ability to develop the team
Strong verbal communications skills, 1:1 as well as to larger audiences
Robust problem solving and process improvement techniques
Analytical, data-driven mindset
An ability to work across teams and with people at all levels
Organised and structured to work across teams at pace
Ability to influence change and support change management activities