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.

In 2021, Open Farm raised >$80MM CAD in our latest round of funding, led by leading global growth equity firm General Atlantic, who joined Open Farm’s leadership team and existing minority partner, Encore Consumer Capital, on Open Farm’s long-term growth journey. With annual sales growth exceeding 60 per cent over the last three years, our products can be found in over 6,000 neighborhood pet retailers across North America as well as online at OpenFarmPet.com. Our product line is recognized as a category-leader in product innovation, with a full suite of premium offerings ranging from kibble to fresh meals and supplements. Throughout our growth journey, we have stayed true to our values, partnering with ethical sourcing partners Certified Humane®, Global Animal Partnership, and Ocean Wise Seafood to provide better quality ingredients to pets and ensure we are sourcing ingredients in a way that respects farm animals and the planet.

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.
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.

Qualifications

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.

Hybrid Work

At Open Farm, we believe in the power of collaboration, meaningful connections, and enjoying our work together—fury friends included! That’s why we’ve adopted a structured hybrid approach that allows you the benefit of a reduced commute while still building strong workplace relationships. Currently, all employees are expected to be in the office two days per week at minimum, with Tuesday and Thursday as our anchor days. In addition to this, each month our Leadership team dedicates three consecutive days onsite to continue to foster alignment and connection across the team. During this time we expect everyone to join us in person to do the same. Please note: our hybrid approach may evolve over time as we adapt to the needs of our team and business.

Our Values

Open Farm values diversity in its workforce and encourages applications from all qualified individuals. Applicants requiring a disability-related accommodation at any stage of Open Farm’s recruitment process should contact [email protected]. As required by legislation, Open Farm will consult with applications requesting such an accommodation to ensure that Open Farm’s recruitment process takes into account their accessibility needs. 

Customer Service – Trust & Safety Lead

Open Farm Pet

Key Responsibilities

Qualifications

6 month growth

1 year growth

2 year growth

Simplify's Take

What believers are saying

What critics are saying

What makes Open Farm Pet unique