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Customer Experience Lead

  • Kandidate
  • Full time
  • United Kingdom
  • 12/07/2021

Who we are

Untamed is a new DTC (direct-to-consumer) brand shaking up the $75B pet industry by bringing love and innovation to a long overlooked and underserved category: cat nutrition.

When our founder’s cat Sian got sick, we tried everything the vets recommended, but nothing worked. Until we started feeding him human-grade, whole meat meals that mirrored his ancestral diet. The results were incredible! When word got out, all of our cat parent friends wanted a piece of the action. But we only had one pair of hands, so we quit our jobs in the city and started the cat food revolution.

Since then, we have grown very quickly, beating even our rosier expectations. We are also lucky enough to be backed by some of London's finest angel and early-stage investors. And while we’re still small in absolute terms, our vision is grand. We aren’t just here to make the best pet food around. We’re here to uplift the health, wellness and happiness of millions of cats in the UK, at first – and the world after that.

The role

You will be joining our team as our very first Customer Experience hire. This is an exciting opportunity to take ownership of our company’s Customer Experience function and develop it as we scale rapidly, working with and reporting to the Founder. This is a fully remote position.

Your responsibilities:

  • Resolve customer questions via email, social media and phone in a polite, considerate and timely manner
  • Actively listen to customer queries in order to provide them with the best resolution possible
  • Communicate clearly and sensitively in a way that colleagues and customers understand
  • Take ownership of customer problems and technical issues from start to finish
  • Play a vital part in improving our processes and customer experience by picking up trends in customers’ questions and reporting these
  • Actively seek and welcome advice from peers and managers. Treat feedback as an opportunity and make a continued effort to improve
  • Live up to our brand values and own your personal development with enthusiasm

Requirements

  • You LOVE cats and hopefully are a cat parent or grew up in a cat family
  • Fluent in English (written and spoken)
  • You’ve worked in customer-facing roles previously and you love engaging with people throughout the day
  • Top class communication skills: clear, warm and credible
  • Able to work effectively and hit company targets
  • Problem solver and attention to detail
  • Fast learner and organised
  • Strong team player
  • Positive and open to change
  • Able to work in a fast paced environment
  • Bachelor degree from an accredited university preferred

Benefits

  • Competitive salary
  • MacBook or equivalent
  • 25 days of holiday per year (pro-rata)
  • 50% discount on Untamed products

About Kandidate

We place candidates in their next commercial role (think marketing...

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