Customer Service Operations Specialist (Data & AI)

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), and you’re always keen to learn more if it helps you work smarter.
• 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 (both giving and receiving it) 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
• £500 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 want strong, diverse teams built from different backgrounds, experiences, and identities.