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- Tasks: Build tools and processes to enhance customer support and improve team efficiency.
- Company: Join a dynamic team focused on customer experience and innovation.
- Benefits: Flexible working hours, competitive pay, and opportunities for personal growth.
- Why this job: Make a real impact on customer satisfaction and shape the future of support.
- Qualifications: Detail-oriented, curious, and passionate about improving customer experiences.
- Other info: Enjoy a varied role with opportunities for creativity and collaboration.
The predicted salary is between 36000 - 60000 £ 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. Responsibilities include prompt optimisation, workflow refinement, and quality control of customer-facing interactions in line with our brand voice and values.
- 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. You will proactively influence and champion the work needed to build a seamless integration between Intercom and our CRM system, as well as ensuring all our tools are being fully leveraged to deliver the best possible experience for our customers and the team.
- 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. You'll share feedback reports with line managers to help team members to develop and grow.
- Acting as the main point of contact with Intercom, troubleshooting issues, attending meetings with our Intercom.
Customer Love Tooling Specialist in London employer: Butternut Box
Contact Detail:
Butternut Box Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Love Tooling Specialist in London
✨Tip Number 1
Get to know the company inside out! Research Butternut and Marro, their values, and how they approach customer support. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience and tool optimisation. Think about specific examples from your past that demonstrate your skills and how you can contribute to improving customer interactions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and making an impact.
We think you need these skills to ace Customer Love Tooling Specialist in London
Some tips for your application 🫡
Show Your Curiosity: We want to see your curiosity shine through in your application! Share examples of how you've explored new tools or processes in the past. This will show us that you're not just detail-obsessed, but also eager to learn and grow.
Be Engaging and Human: When writing your application, make sure your personality comes through. We value engaging communication, so don’t be afraid to let your voice reflect our brand values. Remember, we’re all about making connections!
Highlight Your Analytical Skills: Since you'll be digging into data and producing reports, it’s important to showcase your analytical skills. Include any relevant experiences where you’ve used data to drive decisions or improve processes. We love a good data story!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Butternut Box
✨Know Your Tools
Familiarise yourself with the tools and processes mentioned in the job description, especially Intercom and CRM systems. Be ready to discuss how you’ve used similar tools in the past and how you can optimise them for better customer interactions.
✨Show Your Curiosity
Demonstrate your curiosity by asking insightful questions about the company’s current workflows and customer support strategies. This shows that you’re not just interested in the role but also in improving the overall customer experience.
✨Data-Driven Mindset
Prepare to talk about how you’ve used data to drive decisions in previous roles. Bring examples of reports or metrics you’ve tracked and how they led to improvements. This aligns perfectly with the responsibilities of producing performance reports.
✨Emphasise Quality Assurance
Discuss your experience with quality assurance and how it impacts customer satisfaction. Share specific examples of how you’ve maintained high standards in customer interactions and how you plan to uphold these values in this role.
