Remote Customer Experience Team Lead in Wolverhampton

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. 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.

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.

Your role will involve:

• 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: 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.
• Customer Support Leadership: Serve as a subject matter expert and first line of defence in troubleshooting operational issues.
• Customer Growth Initiatives: Shift the team's mindset to prioritise customer growth.
• Industry Awareness: Gather insights from the pet care, customer experience, and startup sectors to enhance strategies.
• Positive Change: Collaborate with management to identify and implement positive changes within the Customer Experience team.
• Customer Insights: Analyse trends in customer behaviour and identify opportunities to eliminate friction points.

You have a minimum of 1-2 years of experience managing a Customer Experience or Customer Care team, driving performance, and fostering growth. You demonstrate strong emotional intelligence and a customer-first mindset, always striving for solutions that prioritise customer satisfaction. You embrace technological and AI advancements to improve team performance and operational effectiveness.

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.