Content Writer

Who We Are

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

What We Stand For and Where You’ll Come In

As a Content Writer, you play an integral part in supporting our customer experience organization through cross-functional content creation. Reporting to the Knowledge Manager, you will be responsible for developing and maintaining help documentation in the knowledge base for our customer experience team. You’ll partner with stakeholders to create accessible, easy-to-understand support content ranging from comprehensive step-by-step workflows for our products and tools to internal communications for our support teams. You’ll immerse yourself in our products and the end-to-end support experience, translating complex technical and industry language into clear, digestible content that helps our support team and enhances the overall TFD customer experience. You own the day-to-day maintenance of our knowledge base and do it all with excellent change management.

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.

How You'll Make An Impact

• Collaborate with subject matter experts across The Farmer’s Dog to create, audit, maintain, and iterate support content to reflect latest processes and procedures
• Partner with stakeholders to help craft email, chat, SMS, and phone responses using approved voice and tone guidelines
• Partner cross-functionally on any new releases, features, and products to determine content approach and needs
• Author and package content to meet the needs of the different internal teams that rely on the knowledge base
• Follow company editorial guidelines and content templates to ensure consistency across content touchpoints
• Develop internal communications for new content or product launches and monitor audience feedback and engagement
• Gather and incorporate audience feedback to improve content, increasing the accuracy and findability
• Monitor the effectiveness of the knowledge base and make continuous improvements and recommendations based on feedback, data, and emerging best practices
• Own the day-to-day maintenance and updates of the knowledge base 
• Stay up to date on industry trends and technological advancements in knowledge management

We're Excited About You Because

• You have experience in content creation or writing, preferably in a customer-focused role
• You have excellent communication and stakeholder management skills
• You have demonstrated ability explaining product and policy specific concepts into jargon-free language to customers
• You’re able to thrive in ambiguous situations and find clarity
• You have excellent project and time management skills; ability to handle multiple projects concurrently
• You’re data driven and can identify trends in content performance based on channel and project goals
• You have the ability to quickly learn new technologies and user support applications
• You have experience with G Suite, project management systems, customer relationship management, and content management systems
• You’re able to travel domestically on occasion (~10%)
• You love dogs! 

Office Guidelines

We are an in-office culture, made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement.

Our DEI Philosophy:

Our company’s mission is rooted in deep, genuine care for dogs – and for the people who love them. As an organization we are full of individuals who are unique in many ways, but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult, decades-long endeavor. We believe the best use of our time, energy, and resources as a collective team is to focus on this mission, and on supporting our team to do their best work and be their best selves. In support of this we’re committed to hiring and supporting a diverse workforce, and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team. We strive to provide an experience at TFD that will be invested, meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.

A Few of Our Best Benefits

• Dog-friendly office in Nashville
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company supported mental health benefits
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO 
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

Equal Employment Opportunity Statement

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.

Reasonable Accommodations

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 humansops@thefarmersdog.com.