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 Breeder Support Team Manager to manage our breeder facing team and ensure the success of our breeder community.

The Role

As Breeder Support Team Manager, you'll guide our breeder-facing support team, as well as interact directly with Good Dog’s breeder community. 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 & Individual Contribution

• Lead a small team while maintaining significant hands-on involvement with breeder support
• Manage breeder relationships and escalations personally while coaching team members through similar situations
• Balance hands-on customer support with strategic team guidance and development
• Shape support strategy based on firsthand experience and team insights

Team & Process Management

• Create and maintain support standards, best practices, and training materials
• Monitor team performance and provide regular feedback
• Foster a positive, collaborative team culture focused on continuous improvement
• Analyze support workflows and identify opportunities efficiency improvements, automation, and simplification
• Work cross-functionally to represent the voice of our breeders
• Ensure consistent, high-quality support across all communication channels

Who You Are

• You have 4+ years of customer support experience, with 5+ years in a team lead or supervisory 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
• Comfortable both leading teams and working hands-on with customers, diving into issues while maintaining strategic oversight
• Background working with small business owners or independent professionals
• Strong track record of hands-on customer support experience, particularly in handling complex cases and escalations
• 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 ($75,000-$105,000) 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.

To apply for this role, submit your resume to gooddogrecruiting@gooddog.com with the subject line:

[NAME]: Application for Breeder Support Team Lead. Applications submitted via Linkedin will not be considered.