Customer Service, Trust

2 weeks ago

Toronto, Canada Open Farm Full time

**Who we are**: Founded in 2014, Open Farm is one of the fastest growing CPG companies in North America. We are transforming the way people feed their pets with a focus on producing premium, healthy food all ethically sourced from farm-to-bowl. We believe the best foods are made with consciously sourced, top-quality ingredients from farmers and fisheries who believe in doing good for all animals and the environment. We are headquartered in Toronto, Canada with team members based across North America.

**Job Overview**:
We are seeking a Customer Service, Trust & Safety Lead to join our dynamic team. This predominantly communications & customer relationship management role is critical in ensuring that our customers receive unparalleled, white-glove service across both online and retail channels. You will oversee our most sensitive and nuanced questions from customers across food safety, nutrition and sourcing. You will be the single point of contact for all customer support escalations, and collaborate with cross-functional teams to address potential risks and brand/e-comm communication opportunities. Your background e-commerce customer support, brand communications and customer relationship management, will enable you to handle complex customer inquiries and ensure seamless communication with senior leadership.

**Key Responsibilities**:

- Serve as the primary point of contact for all customer support escalations, including handling high-priority incidents and following up with customers.
- 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
- 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.

**Qualifications**:

- Serve as the primary point of contact for all customer support escalations, including handling high-priority incidents and following up with customers.
- 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
- 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.

**Our Values**

We Raise the Bar \u007C We Dream Big \u007C We Open the Barn Doors \u007C We Graze Lightly \u007C We Are Customer Obsessed\u007C We Are One Team

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