At a Glance
- Tasks: Lead a passionate team to enhance customer experience for cat lovers.
- Company: Join KatKin, the revolutionary fresh-cooked cat food brand.
- Benefits: Enjoy competitive salary, health insurance, and generous holiday allowance.
- Other info: Be part of a close-knit team dedicated to cat well-being.
- Why this job: Make a real impact in the pet care industry while loving cats.
- Qualifications: 1-2 years of experience in customer experience management required.
The predicted salary is between 40000 - 50000 £ per year.
For uncompromising cat parents who want the best, KatKin is revolutionising cat health by transforming the lives of cats through superior nutrition. We’re Europe’s first fresh-cooked cat food, made with 100% human-grade meat, gently cooked and frozen to lock in freshness. As a disruptor in the $185bn pet food market, KatKin was founded to challenge the low standards set by the traditional cat food industry, which is worth $50bn globally and is this fastest growing segment in the pet care market.
KatKin is vertically integrated across R&D, manufacturing, sales, and marketing. To date, we've delivered around 35 million fresh meals to over 200,000 happy, healthy cats across the UK. Our team of over 130 spans all locations, including Clerkenwell, London, the US, and our state-of-the-art manufacturing facility in Haverhill, Suffolk. We also have customer service teams in both London and South Africa. KatKin operates a direct-to-consumer (D2C) model supported by a first-class, dedicated customer service team, allowing us to build valuable relationships and foster a passionate customer community.
In addition to our eCommerce channel, our Fresh food and Pantry products are also sold through a growing number of select third-party platforms, including Ocado, Amazon, and Pets at Home. Where the competition cuts corners, catfishes customers, and puts profits over health, KatKin puts cat well-being first. No shortcuts. No secret recipes. We’re cutting the fluff, thinking fresh, and channelling hardcore love into industry-wide change.
As a Customer Experience Team Lead at KatKin, you will be responsible for executing the vision and strategy for KatKin’s end-to-end customer experience. You’ll manage a team of 8-10 Cat Experts while leading ad hoc projects to enhance efficiency and service quality, all with an obsessive focus on a customer-first approach. Understanding the deep love and uncompromising nature of cat parents, you will inspire your team to bring that passion to every interaction—whether through calls, emails, or social channels.
In a fast-paced environment, you will focus on coaching, development, and performance management to ensure that productivity and quality KPIs are consistently met. By facilitating ongoing training and fostering a positive team culture, you’ll collaborate with management to implement meaningful process improvements. Your role will also involve analysing customer and team behaviour to identify areas for enhancement and seeking inspiration outside of KatKin to drive innovative improvements.
A key part of your mission will be to shift your team’s mindset to prioritise customer growth, encouraging a proactive approach to initiatives that enhance engagement and satisfaction. You will align team efforts with KatKin's core principles, continuously elevating our customer experience and helping cats everywhere live their best lives.
- Team Coaching & Development: Coach, motivate, and develop your team through regular one-on-ones and team meetings to ensure continuous growth.
- Operational Management: Oversee day-to-day activities, prioritising and assessing risks within existing processes to achieve service level agreements (SLAs).
- Team Culture: Leverage company methodologies, team feedback, and your own initiative to cultivate a positive team culture and boost morale.
- Performance Culture: Foster a performance-driven culture with an emphasis on self-ownership among team members.
- KPI Definition: Implement and monitor established KPIs and performance expectations set by senior management, ensuring alignment with overall business goals.
- Customer Support Leadership: Serve as a subject matter expert and first line of defence in troubleshooting operational issues, escalating as necessary and collaborating with relevant teams to ensure customers receive top-notch support and satisfaction.
- Customer Growth Initiatives: Shift the team's mindset to prioritise customer growth by encouraging a proactive approach to outbound initiatives that enhance engagement and satisfaction.
- Industry Awareness: Continuously gather insights from the pet care, customer experience, and startup sectors to understand best practices, sharing this knowledge with the team to enhance strategies and decision-making.
- Positive Change: Collaborate with management to identify and implement positive changes and efficiencies within the Customer Experience team.
- Customer Insights: Analyse trends in customer behaviour and identify opportunities to eliminate friction points.
Team Leadership: You have a minimum of 1-2 years of experience managing a Customer Experience or Customer Care team, driving performance, and fostering growth.
Training & Development: Proven ability to deliver effective onboarding and continuous training programs, ensuring team improvement and success.
Performance & KPI Management: Experienced in setting and maintaining KPIs, consistently driving your team to meet or exceed productivity and quality standards.
Analytical & Process-Oriented: You have strong analytical skills, using data to identify patterns, solve problems, and make informed decisions. You also seek out process improvements to enhance efficiency.
Customer-Centric: You demonstrate strong emotional intelligence and a customer-first mindset, always striving for solutions that prioritise customer satisfaction.
Prioritisation & Time Management: You understand the importance and urgency of tasks at hand, working collaboratively with fellow leads to achieve all your goals on time.
Tech & AI Savvy: You embrace technological and AI advancements to improve team performance and operational effectiveness.
Alignment with Core Principles: You align with KatKin’s core principles: Customer First, Think Big, Relentlessly High Standards, Never Give Up, and One Team.
Career-Defining Opportunity: Play a pivotal role in scaling our brand quickly.
Competitive Package: Competitive salary, AXA Health Insurance, including optical and dental coverage, annual personal development budget, company-contributed pension.
Culture and Perks: A small, close-knit team with no egos, 33 days of holiday each year.
Remote Customer Experience Team Lead in Sheffield employer: Katkin
At KatKin, we pride ourselves on being an exceptional employer that champions a customer-first approach while fostering a vibrant and inclusive work culture. Our team enjoys a competitive salary, comprehensive health benefits, and generous holiday allowances, all within a supportive environment that encourages personal and professional growth. Join us in revolutionising cat care, where your passion for pets will be matched by our commitment to innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Experience Team Lead in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Katkin. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Katkin before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Experience Team Lead in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Katkin:Your cover letter is your chance to shine! Tell us why you want to work at Katkin specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Katkin!
How to prepare for a job interview at Katkin
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
