Customer Care Team Lead, Untamed
Phone Channel
£27k
+ EMI Approved Options Scheme
Technology-first pet health company
Be an early applicant
Technology-first pet health company
1-20 employees
Be an early applicant
£27k
+ EMI Approved Options Scheme
1-20 employees
Company mission
To provide high-quality cat food with human grade ingredients to help cats live healthier and happier lives.
Role
Who you are
- 3+ years in customer care, with 1+ years leading a phone support team
- Proven coaching and QA experience, with strong performance management skills
- Comfortable leading remote teams and supporting hybrid team growth
- Proficient in CRM and phone analytics tools
- Excellent verbal communication and coaching abilities
What the job involves
- Hours: Full-time, Monday to Friday, 9am to 6pm
- We’re looking for an experienced, people-first Team Lead to manage our Phone Support function within our Customer Care department
- You’ll manage a team of remote agents dedicated specifically to phone support
- Your mission is to ensure that every customer call delivers the kind of service that sets us apart; compassionate, friendly, and deeply customer-cat focused
- Lead the Phone Support Team
- Manage and coach our phone support team
- Conduct regular QA of calls and 1:1s
- Deliver tailored onboarding and ongoing training for phone agents
- Build a culture centred on customer satisfaction and genuine compassion and interest in our customers and their cats
- Take customer calls regularly to stay hands-on, lead by example, and stay deeply connected to the customer experience
- Personally handle complex or escalated calls with professionalism and care
- Ensure all phone interactions align with our brand and service values
- Own and track key phone metrics: call volume, handling time, CSAT, resolution rate, etc
- Use performance data to identify areas for improvement
- Share insights with leadership to inform broader CX strategy
- Monitor real-time queues and adjust workflows as needed
- Collaborate with other Team Leads (e.g. Email Support) to ensure cross-channel consistency
- Maintain and improve phone processes, guidance, and documentation
Our take
Untamed was founded in 2019 to help cats live healthier lives, as a result of the lack of cat foods on the market. It aims to shake up the $75 billion pet industry by providing innovation and love to the overlooked and growing category of cat nutrition. By creating better quality cat food, Untamed is driving a cat food revolution.
Since growing out of the home kitchen, Untamed still focuses on the same healthy recipes, using cuts like chicken breast, chicken liver, tuna steak, mackerel, and salmon to differentiate itself from the processing used by big-name brands. It cooks all of these ingredients through gentle steaming to help preserve moisture and nutrients. Unlike most industry leaders, Untamed allows cat owners to receive a personalised and tailor-made food plan with a science-based approach.
Untamed's growth strategy is based on this approach of providing tailored and high-quality food to consumers, rather than focusing on unhealthy bulk production. Untamed is on the road to raising food standards across the industry, leading by example.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
60% female employees
Company
Funding (2 rounds)
Apr 2025
$13.6m
SERIES B
Mar 2023
$7.1m
SERIES A
Total funding: $20.7m
Company benefits
- 💻 MacBook/PC and any other tech you need to get going
- 👩⚕️ Private Healthcare (with Dental & Optical Cover)
- 💸 Pension with employer contributions
- 📈 EMI-Approved Options Scheme
- 🏝️ 25 days of annual leave, in addition to bank holidays and your birthday off!
- 📚 £1000 annual personal L&D budget as well as regular in-office learning opportunities
- 🏃♀️ Monthly Wellness contribution towards your fitness and health
- 🧠 Free Counselling & Mental Health Care through Spill
- 💭 Unlimited professional and personal coaching through MoreHappi
- 🌟 Paid charity days to give back to causes that matter most to you
- 🐾 5 working days Peternity Leave to welcome a new pet to your home
- 🛩️ 28 working days sabbatical after 4 years with Untamed. Here another 4? Take it again!
- 🐈 Huge discounts on all Untamed products for your furry friends
- ☕️ Free coffee, tea, soft drinks and snacks at our office in the heart of Soho
- 💪 Opportunity in being instrumental to our growth at this exciting stage
Company HQ
Marylebone, London, UK
Leadership
Marco Pacifici
(Co-Founder & CEO)After a degree in Engineering at Warwick, Marco worked at Morgan Stanley as an Investment Banking Analyst and Associate. After 6 years, he left to found Untamed in May 2019.
Lenny Cordell
(Co-Founder)Former Director at ECO Capacity Exchange, Data Analyst at Union Bancaire Privée, and previously worked for the Royal Bank of Scotland.
Benjamin Spicer
(Co-founder & CMO)Former Executive Director at ECO Capacity Exchange, Investment Banking Analyst at Morgan Stanley, and Guest Lecturer at Harvard University.
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