About Good Dog

Good Dog believes better beginnings lead to happier, healthier lives with dogs. As the largest placer of puppies in the country and one of the fastest-growing online marketplaces, we help families get their dogs responsibly and provide everything they need to be great dog owners. We're seeking an experienced Director of Customer Service to manage our breeder facing team and ensure the success of our breeder community.

The Role

As the leader of our Partner Support & Success team, you'll oversee a team dedicated to supporting and nurturing our network of responsible breeders. This role combines team leadership, strategic thinking, and hands-on execution to ensure our breeders receive exceptional support while driving meaningful engagement and adoption of our platform. You'll be responsible for both the day-to-day operations of our support function and the strategic development of our success initiatives.

What You'll Do

Team Leadership & Development

• Lead, coach, and develop a team of Partner Support & Success Specialists
• Create and maintain support standards, best practices, and training materials
• Monitor team performance and provide regular feedback and guidance
• Foster a positive, collaborative team culture focused on continuous improvement
• Work cross-functionally to represent the voice of our breeders

Partner Support Strategy

• Develop and implement strategies to scale support operations while maintaining quality
• Analyze support metrics and breeder feedback to identify improvement opportunities
• Design and optimize support processes and workflows
• Manage escalated breeder situations with expert problem-solving skills
• Ensure consistent, high-quality support across all communication channels

Partner Success Initiatives

• Create and execute proactive success programs to drive breeder engagement and retention
• Identify opportunities to add value for our breeder community
• Lead initiatives to increase platform adoption and breeder satisfaction
• Develop strategies to strengthen relationships with our breeder network
• Build and maintain relationships with key breeders

Who You Are

• You have 5+ years of customer support/success experience, with 2+ years in a leadership role
• You're an exceptional people manager with a track record of developing high-performing teams
• You have experience building and optimizing support operations
• You're skilled at analyzing data to drive strategic decisions
• You're an outstanding communicator with strong presentation and stakeholder management abilities
• You have experience managing both reactive support and proactive success initiatives
• You're comfortable leading through change in a fast-paced environment
• You're passionate about our mission and creating better outcomes for dogs

What Sets You Apart

• Experience leading support/success teams in a marketplace business
• Background working with small business owners or independent professionals
• Track record of implementing successful customer success programs
• Experience with support tools, CRM systems, and success metrics

Our Approach

At Good Dog, we believe in:

• First-principles thinking: We question assumptions and build solutions based on fundamental truths
• Thoughtful growth: We prioritize sustainable, organic growth over short-term metrics
• Community focus: We believe in building genuine relationships with our users and breeders
• Mission alignment: Everything we do ties back to our mission of creating better outcomes for dogs

What We Offer

• Opportunity to shape the future of responsible dog breeding
• Leadership role in a fast-growing, mission-driven company
• Competitive compensation package including equity
• Comprehensive benefits including health, dental, and vision coverage
• Fully remote position
• Professional development opportunities and executive mentorship
• Unlimited vacation policy
• Dog-friendly office and flexible work environment
• Good Dog is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.