Customer Service Team Supervisor, Butternut Box
German Speaker
More information about location
3+ days a week in office ( White City, London)
Putting the food back into dog food
Job no longer available
Putting the food back into dog food
201-500 employees
Job no longer available
More information about location
3+ days a week in office ( White City, London)
201-500 employees
Company mission
To deliver health and happiness to dogs and their humans all over the world.
Role
Who you are
- This role is a perfect fit if you're fluent in both German and English and align with the following characteristics:
- You're known as someone who enjoys bringing people together and interacting with new faces
- You excel at storytelling and presenting to your team. Your words inspire and motivate your colleagues to do their best
- You communicate effectively in person, during meetings, through emails, and online, whether it's with your team, stakeholders, or management
- Your emotional intelligence is top-notch, allowing you to adapt your working style to connect with others effectively
- You thrive under pressure, responding swiftly to ad hoc requests and take sensible action when things don't go as planned
- You're adaptable and agile, unafraid to change your course when circumstances shift
- Delivering top-notch Customer Love is your passion, and you constantly strive for improvement
- When a customer needs extra assistance, you're the first to step up. You relish the opportunity to rebuild trust and make things right
- You understand the nuances of the local culture and can tailor our approach to resonate with our customers
- You're skilled in handling numbers and confidently explaining trends and initiatives to achieve our goals
- You're adept at navigating systems and software, with a knack for setting up and managing applications across the team
- You're driven by a desire to make a positive impact. Transforming feedback into business improvements brings you joy
- You genuinely care about your team and our customers, representing their interests in your interactions across the business
- You take pride in your accountability and ownership of your goals, staying organized and open when things don't go as planned
What the job involves
- In your initial months in this role, you'll work closely with our Customer Love Strategy Lead to set up a Customer Love operation in the new territory. This includes tasks like establishing our CRM platform, creating an external help centre for our customers, and ensuring we're perfectly positioned to support our customers
- Once the new market is up and running, your daily responsibilities will involve managing the frontline operation in real-time, supervising and coaching the team, liaising with our outsourcing partner, and collaborating with the existing Customer Love Management teams on various projects, initiatives, and improvements
- You'll have direct reports, be responsible for achieving quarterly goals, and foster a motivated and thriving team culture
- Deliver a top-tier customer experience in the new territory
- Onboard your Customer Love team members after their first month and assist with recruitment
- Conduct regular 1:1s with your team members to stay connected with their performance, progress, and well-being
- Inspire your team to achieve quarterly goals, particularly in customer satisfaction, quality assurance, and productivity
- Manage team schedules and daily operations
- Translate new and existing Customer Love materials into the local language
- Act as the point of contact for customer conversations that require your assistance
- Continuously enhance the relationship with our outsourcing partner alongside our Customer Love Manager
- Provide valuable insights to our Customer Love strategy team and the broader Customer Love leadership team
- Identify areas for process improvement and knowledge gaps and align them with the broader Customer Love ecosystem
- Uphold the core values of Butternut Box within your team
Salary benchmarks
Our take
Nowadays, consumers are not only getting more fussy about what they eat, but also what their pets eat. Butternut Box caters to this trend for the 11 million pet dogs in the UK, with dishes cooked with fresh ingredients and portioned according to the dog's breed, weight, sex and exercise routine.
Butternut Box’s platform uses computer algorithms to work out the individual needs of each dog, bringing technological innovation to a market that has not seen much of it. With the UK dog food industry worth over £1.5 billion, there is a massive potential market for the company, before even considering international growth.
In order to expand its appeal, Butternut Box has been diversifying its products to include environmentally conscious food, treats and wellness products and services for dogs. Having already launched into a few European markets, the company has acquired Polish fresh dog food company PsiBufet to help extend its operations in Central and Eastern Europe, whilst 2023's substantial VC round will help it to build on its already impressive momentum.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Sep 2023
$369.6m
GROWTH EQUITY VC
Aug 2021
$52.8m
SERIES D
Total funding: $477.2m
Company benefits
- Butternut Discount - Many of our squad have a special dog(s) in their lives; so we are delighted to offer a generous discount so that more dogs can enjoy Butternut and live healthier & happier lives
- 25 days holiday (plus 8 bank holidays) and an additional day for every year of service
- 5 paid 'paws' days per year to support to learning and/or wellbeing
- £500 personal learning & development budget
- Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
- Flexible working hours and work from home options
- Cycle to work scheme
- Pension with NEST
- Private Medical Insurance with Vitality & Private Dental Insurance with Bupa
- Time off for fertility treatments and pregnancy loss
- Paid sabbaticals for squad members with 5 or more years at Butternut
- Discounted gym access through MyGymDiscounts
- Lots of office dogs (Ajax, Brio, Basil, Chorizo, Lenny, Jasper, Peggy, Pip and many more….)
Company HQ
Shepherd's Bush, London, UK
Leadership
Kevin Glynn
(Co-founder)Previously an Associate at Goldman Sachs.
David Nolan
(Co-founder)Previously a Trader at Goldman Sachs.
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