Customer Love Team Member in London

Are you a hardworking, cat‑centric person ready to embark on an exciting journey? We're on the lookout for someone to join the founding team of our cat business. This is more than just a job; it's an opportunity to shape the future of our brand and customer experience. There are 11 million cats in the UK, and, just like dogs, they are considered a member of the family. The experience of owning a cat can be stressful, and the food industry has let cats down; what’s available isn’t meeting their needs for both taste and nutrition. Many cat parents don’t even understand what those needs are in the first place, resulting in unhappy and unhealthy cats. By delivering fresh, healthy food directly to their door with unmatched quality and taste, we can change that.

A bit about the role

We are searching for a dynamic, hardworking, all‑around great communicator who cares passionately about the customer experience and is eager to help wherever needed. You will be the primary contact for customers on phone, live chat, email and social media. As part of the newly formed team, you will be empowered to shape our customer journey and devise new ways to make people’s lives easier and happier. We want someone with a scrappy startup mindset, ready to go above and beyond in every interaction, even taking extraordinary steps such as hand‑delivering meals to customers when delivery issues arise.

Hybrid working and shift

This is a hybrid role, offering flexibility with 2 work‑from‑home days each week. Our office days are Monday, Wednesday and Thursday, with occasional travel as your role evolves. This role is for 39 hours per week, with core hours Monday – Friday, and rotating weekend shifts with time off in lieu.

Day‑to‑day activities include

• Being the face and voice of Marro to new and existing customers.
• Using communication tools, including phone, email, messenger and social media, to keep customers informed.
• Seeking out customer insights and passing them on so they can shape strategic decisions.
• Managing a wide range of customer queries, issues and feedback.
• Bringing happy moments to the cats we feed and their people.
• Shaping our culture, voice and bringing a fresh perspective to everything.

A bit about you

• Exceptional communication skills, both spoken and written.
• A passion for problem solving and independent resolution.
• Ready to get stuck in and work hard wherever needed.
• Ready to take initiative in improving customer experiences and suggest innovative ideas.
• Loves and understands cats, compassion for customers’ concerns, especially regarding their pets.
• Works autonomously to a high standard, and thrives as part of a team.
• Has reasonable numerical reasoning skills.
• Kind, giving and thoughtful.
• Eager to learn and improve.
• Genuine, honest, reliable and adaptable.

A bit about what we offer

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service.
• 5 paid “paws” days per year to support learning and wellbeing.
• £500 personal learning & development budget.
• Enhanced parental leave.
• Co‑working office space.
• Flexible working hours and work‑from‑home options.
• Cycle‑to‑work scheme.
• Pension with NEST.
• Private Medical Insurance with Vitality.
• Private Dental Insurance with Bupa.
• Time off for fertility treatments and pregnancy loss.
• Paid sabbaticals for squad members with 5 or more years at Butternut.
• Discounted gym access through MyGymDiscounts.

Inclusive workplace statement

Marro is an inclusive employer. We are committed to doing business the right way, continually improving our social and environmental performance. We support candidates from underrepresented groups, building diverse teams from different backgrounds, experiences, and identities. We are ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.