Customer Care Insights 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.

#LongLiveDogs

Our Insights function plays a vital role in empowering agents to deliver Iconic Care to every customer. As part of this group, you’ll combine deep expertise in CC processes, tools, and training with a passion for coaching and development. You’ll partner closely with CC Managers to ensure grading consistency, provide real-time Insights support, and deliver actionable feedback to agents that drives both individual and team growth.

You’ll also take an active role in strengthening our Insights program – participate in calibrations, leveraging data to identify trends, and contributing to continuous improvement of our both internal Insights SOPs, tools, and broader CC processes. Helping others succeed will be at the heart of your work, and your impact will be seen in the confidence and performance of both our agents and leaders.

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.

Insights Expertise

• Maintain expert-level knowledge of TFD, CC, and CC training products, processes, internal management systems, Insights rubric(s), and AI applications.
• Conduct regular live shadow to stay close to the work and tie back to broader Insights initiatives that contribute to overall CC department success metrics.
• Evaluate advisor performance and deliver timely feedback against our Iconic Care standards, including additional coaching sessions when needed.
• Support ongoing Insights initiatives and deep dives that enable the success of the team and department.
• Participate in regular calibrations to drive alignment.

CC Manager Partnership 

• Surface strengths and areas of opportunity to CC Managers partners to action on in their coaching.
• Host regular 1:1s with Managers to discuss Insights findings based on performance data.
• Provide direct support to CC Manager partners, including real-time guidance on CC process questions and overall assistance.

Data & Continuous Improvement

• Contribute to continuous improvement of CC and TFD processes, SOPs, and Insights tools.
• Audit AI and recommend improvements on a continuous basis.
• Pull and review data from the Insights Dashboards on a biweekly basis to identify trends and prepare for Manager 1:1 syncs.
• Create and leverage Insights data and reports to track departmental progress and support coaching plans.

• Have a minimum achieved Mastery-level in the Care Advisor role.
• Bring expert-level knowledge of TFD and CC processes.
• Understand the importance of Insights in delivering Iconic Care.
• Confidently facilitate meetings.
• Have a Seek Better mindset, consistently questioning our existing processes to drive innovation and prevent stagnation.
• Use data effectively to identify trends and translate them into actionable coaching opportunities.
• Use strong communication skills, emotional intelligence, and polished writing to be an effective coach and collaborator.
• You have excellent time management skills.
• Value misunderstandings and misalignments as opportunities for growth and alignment.
• Lead by example with a “no task is too big or too small” mentality.
• Are detail-oriented, organized, and energized by working as part of a collaborative team.
• You love dogs.

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 park— just 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.

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.

TFD complies with applicable federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities.  If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].

We’re happy to answer any questions you may have about the position or our hiring process - please reach out at [email protected].