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Customer Service, Trust & Safety Lead

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Open Farm Pet

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Marketing
  • Toronto
  • Quick Apply

AI generated summary

  • You must manage escalated customer issues, communicate clearly, coordinate with teams, uphold brand trust, ensure data integrity, and track trends with high attention to detail.
  • You will handle customer support escalations, de-escalate concerns, coordinate with teams, conduct follow-ups, maintain data integrity, and ensure CX team product knowledge.

Requirements

  • Serve as the primary point of contact for all customer support escalations, including handling high-priority incidents and following up with customers
  • Leverage your strong written and verbal communication skills to de-escalate customer concerns and address highly nuanced questions that require input and consultation from subject matter experts
  • Serve as a brand representative, translating information to customers in a way that balances accuracy and transparency to build trust, while using your discernment to protect confidential and sensitive business information
  • Ensure fellow CX team members maintain high levels of industry and product knowledge
  • Coordinate with internal subject matter experts (SMEs), senior leadership, and external crisis management partners as necessary
  • Conduct thorough follow-ups with customers via phone to ensure their trust in our brand and source additional information as needed for escalations
  • Partner with food safety, product development, and cross-functional teams to raise trends in customer escalations and provide insights for investigating potential risks
  • Maintain data integrity and ensure high attention to detail in tracking and reporting on customer issues and trends

Responsibilities

  • Serve as the primary point of contact for all customer support escalations, including handling high-priority incidents and following up with customers
  • Leverage your strong written and verbal communication skills to de-escalate customer concerns and address highly nuanced questions that require input and consultation from subject matter experts
  • Serve as a brand representative, translating information to customers in a way that balances accuracy and transparency to build trust, while using your discernment to protect confidential and sensitive business information
  • Ensure fellow CX team members maintain high levels of industry and product knowledge
  • Coordinate with internal subject matter experts (SMEs), senior leadership, and external crisis management partners as necessary
  • Conduct thorough follow-ups with customers via phone to ensure their trust in our brand and source additional information as needed for escalations
  • Partner with food safety, product development, and cross-functional teams to raise trends in customer escalations and provide insights for investigating potential risks
  • Maintain data integrity and ensure high attention to detail in tracking and reporting on customer issues and trends

FAQs

What is the role of the Customer Service, Trust & Safety Lead at Open Farm?

The Customer Service, Trust & Safety Lead is responsible for overseeing customer support escalations, addressing complex inquiries related to food safety, nutrition, and sourcing, and ensuring exceptional service across online and retail channels.

What qualifications are required for this position?

Candidates should have experience in customer service, particularly in e-commerce, strong communication skills for de-escalating concerns, the ability to collaborate with subject matter experts, and a keen attention to detail in tracking customer issues.

What kinds of issues will the Customer Service, Trust & Safety Lead handle?

The Lead will handle high-priority customer support escalations, nuanced inquiries, and complex topics concerning food safety, product nutrition, and sourcing, while also managing potential risks to the brand.

How will the Customer Service, Trust & Safety Lead interact with other teams?

The Lead will coordinate with internal subject matter experts, senior leadership, and external crisis management partners to address customer concerns and provide insights on trends in customer escalations.

What values does Open Farm emphasize in its workplace culture?

Open Farm values include raising the bar, dreaming big, being customer obsessed, teamwork, and sustainable practices, which collectively define the company’s approach to business.

Is there a focus on continuous learning for team members?

Yes, the role encourages maintaining high levels of industry and product knowledge among customer experience team members, ensuring they are well-equipped to support customers effectively.

How does Open Farm ensure data integrity in customer support?

The Customer Service, Trust & Safety Lead will maintain high attention to detail in tracking and reporting on customer issues and trends to ensure data integrity.

Are there opportunities for career growth within this role?

Yes, given the pivotal role of Customer Service, Trust & Safety Lead, there are opportunities to collaborate with various teams, contribute to company policies, and influence customer trust initiatives.

What is Open Farm's stance on diversity and inclusion in hiring?

Open Farm values diversity in its workforce and encourages applications from all qualified individuals, promoting an inclusive recruitment process.

How can applicants request accommodations during the recruitment process?

Applicants requiring disability-related accommodations can contact karen@openfarmpet.com to ensure that their accessibility needs are taken into account throughout the recruitment process.

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Open Farm Pet

For the obsessed, by the obsessed. Ethically & sustainably sourced pet food.

Retail & Consumer Goods
Industry
51-200
Employees
2014
Founded Year

Mission & Purpose

Based in Toronto, Open Farm is one of the fastest growing pet food companies in North America. We focus on producing premium, healthy food and treats for pets, all ethically sourced from farm-to-bowl. We believe the best foods are made with consciously sourced, top quality ingredients from farmers and fisheries doing things the right way. That’s why we are proud to call ourselves the first pet food partner of Certified Humane, and have also built strong partnerships with other leading animal welfare and sustainability certifications including Global Animal Partnership, Ocean Wise and Seafood Watch.