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- Tasks: Build tools and processes to enhance customer support and improve team efficiency.
- Company: Join a forward-thinking company dedicated to customer satisfaction and innovation.
- Benefits: Enjoy 25 days holiday, equity options, and a personal development budget.
- Why this job: Make a real impact on customer experience while developing your skills in a dynamic environment.
- Qualifications: Experience with customer support platforms and a passion for improving systems.
- Other info: Flexible working, team socials, and a commitment to diversity and inclusion.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We’re looking for someone who is curious, detail-obsessed, and excited by the idea of building tools and processes that make life easier for both our team and our customers. You’ll play a key role behind the scenes, shaping the systems, workflows, and content that power our customer support, from improving automation and refining the output of our AI tools, to building out our Help Centre and digging into data to uncover new opportunities. Everything you do will have a big impact on our customer experience. This is a chance to get stuck into a varied role, where no two days look quite the same, and help us level up the way we work.
Responsibilities
- Take ownership of continuously improving Fin’s performance, ensuring responses are accurate, engaging, and feel human.
- Managing all aspects of our Help Centre to ensure our customers have access to clear, up-to-date information about everything to do with Butternut and Marro.
- Producing regular reports to track performance metrics of our tools, identify trends, and uncover areas for improvement.
- Delivering insights to inform strategic decisions and enhance the overall customer experience.
- Representing Customer Love as a key voice within Product Engineering discussions.
- Taking ownership of customer satisfaction (CSAT) across both our AI tool and Customer Love team, consistently monitoring performance and uncovering opportunities to improve the quality and impact of every customer interaction.
- Carrying out regular quality assurance (QA) reviews to uphold consistency, accuracy, and warmth in customer interactions.
- Acting as the main point of contact with Intercom, troubleshooting issues, attending meetings with our Intercom Account Manager, and exploring new features.
Skills and Behaviours
Skills
- Previous experience with Intercom, Zendesk, Dixa, or similar platforms, including their AI features, is an asset.
- Highly desirable: demonstrated AI literacy, with a clear understanding of AI fundamentals and prior practical use of AI-powered tools.
- You love numbers, graphs, charts, and dashboards.
- Motivated by improving systems, simplifying workflows, and creating processes that just work.
- You’re confident using tools like Notion and Google Sheets (and maybe even Looker).
- You have a curious mind and ask “why” a lot.
- You spot patterns and inconsistencies before anyone else, your attention to detail is top-tier.
- You find genuine satisfaction in refining a messy process into something smooth, repeatable, and scalable.
Behaviours
- You want to make the world a better place.
- You care deeply about the experience of both our customers and our team.
- You believe that honest, thoughtful feedback helps us all grow.
- You love solving problems and finding a better way.
- You hold yourself to high standards and take pride in following through.
- You want to make Butternut and Marro the best place we’ve ever worked.
Interview process
- Application review
- Initial call (30 minutes): Introductory chat with our Recruiter.
- Take home task: This will be sent to you via email and will be used to understand more about your technical skills.
- Skills interview (60 minutes) - In person interviews in our office in White City where we will talk through your task.
- Behaviours interview (45 minutes) where we will want to understand how your values align with our business values.
What we offer
- Equity option package
- 25 days holiday (plus 8 bank holidays), 5 paws days and an additional day every year of service
- ÂŁ500 personal learning & development budget
- Subsidised Private Medical Insurance with Vitality
- Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
- Cycle to work scheme
- Flexible working with hybrid remote working
- Team socials, plus company-wide summer and winter parties
There is no specific timeframe this role will be live for, but we normally experience a high volume of applications. So, if you are interested, we suggest applying as soon as possible. We aim to respond to all applicants personally and provide valuable feedback. We’re not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities.
Customer Love Tooling Specialist employer: Butternut Box
Contact Detail:
Butternut Box Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Love Tooling Specialist
✨Tip Number 1
Get to know the company inside out! Research Butternut Box and understand their values, products, and customer experience. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for your interviews by rehearsing common questions and scenarios related to the role. Think about how your skills can improve customer interactions and streamline processes, just like they want in a Customer Love Tooling Specialist.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you've improved systems or tackled challenges. Highlight your attention to detail and how it has positively impacted customer satisfaction in previous roles.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a thank-you email expressing your appreciation for the opportunity. Mention something specific from your conversation to remind them of your enthusiasm and fit for the role.
We think you need these skills to ace Customer Love Tooling Specialist
Some tips for your application 🫡
Show Your Curiosity: We love a curious mind! When you're writing your application, make sure to highlight your eagerness to learn and explore new tools and processes. Share examples of how you've dug deep into problems and found innovative solutions.
Be Detail-Obsessed: Attention to detail is key for this role. As you craft your application, pay close attention to spelling, grammar, and formatting. A polished application reflects your commitment to quality and will definitely catch our eye!
Align with Our Values: Take a moment to reflect on our company values and how they resonate with you. In your application, mention specific values that inspire you and explain why. This helps us see how you fit into our culture and mission.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're serious about joining our team at Butternut Box!
How to prepare for a job interview at Butternut Box
✨Know Your Tools
Familiarise yourself with platforms like Intercom, Zendesk, or Dixa before the interview. Be ready to discuss your experience with their AI features and how you've used them to improve customer interactions. This shows you're not just a user but someone who understands the impact of these tools on customer satisfaction.
✨Show Your Curiosity
Demonstrate your curiosity by asking insightful questions about the role and the company. For instance, inquire about how they measure customer satisfaction or what challenges they face in optimising workflows. This will highlight your eagerness to contribute and learn more about their processes.
✨Prepare for Behavioural Questions
Expect questions that assess your alignment with their values. Prepare examples from your past experiences where you’ve improved systems or provided valuable feedback. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Data-Driven Mindset
Since the role involves analysing performance metrics, be prepared to discuss how you've used data in previous roles. Bring examples of reports you've created or insights you've derived from data analysis. This will showcase your analytical skills and your ability to drive improvements based on data.
