At a Glance
- Tasks: Manage our online community, ensuring safety and support for all members.
- Company: Join HowPets, a growing pet care brand with a mission to help animals.
- Benefits: Earn up to £29,000 pa with excellent benefits and hybrid working.
- Other info: Be part of a supportive team that values your voice and ideas.
- Why this job: Make a real difference in the lives of pets and their owners every day.
- Qualifications: Experience in customer service and community management is essential.
The predicted salary is between 29000 - 29000 £ per year.
Do you love online communities and have a talent for keeping people safe, happy and supported? Are you looking for a role where your voice matters, your ideas are heard, and your work truly makes a difference? HowPets brings pet care together in one place—from expert guides written and checked by vets, trainers and behaviourists, to microchip registration, trusted pet sitters, adoption and an online marketplace. As our family of platforms and online communities grows, we’re looking for a proactive, eagle-eyed Customer Service & Community Manager to help keep them safe, friendly and trustworthy for everyone. If you’re ready to protect our community, support our members, and help animals find responsible new homes, this could be the perfect role for you.
Reward & Benefits:
- £29,000 pa salary with excellent benefits
- Location: (UK-based) Hybrid, majority of time will be remote at home but some visits to our London office will be required
- Full Time: 40 hours per week, Monday – Friday 9am – 5pm, some weekend cover on a rota basis
What you’ll get up to as our Customer Service & Community Manager:
- Acting as community manager for our online marketplace—moderating listings, messages and member profiles to make sure they meet our guidelines and terms, and taking action on anything that doesn’t
- Upholding our marketplace’s animal listing guidelines and pet welfare standards, making sure pets are advertised and rehomed responsibly
- Keeping members safe by spotting and acting on scams, fraud, prohibited items and suspicious behaviour, and escalating safeguarding concerns where needed
- Providing customer service to marketplace members via email, live chat, phone and social media—helping with accounts, listings, memberships, payments and safety queries
- Reviewing reports from members, responding fairly and consistently, and taking appropriate action on accounts
- Building and engaging our marketplace community on social channels, and helping shape our safety advice, help guides and FAQs
- Using smart tools and systems, including moderation queues and ticketing, to stay organised and work efficiently
- Spotting recurring issues and emerging trends, flagging member feedback, and suggesting improvements to guidelines, processes and the product
- Leading on support and moderation analytics, ticket categorisation, and sharing key KPIs
- Acting as the voice of the community, sharing insights that shape the product and member journey
If this sounds like the new challenge you are looking for, we would love to hear from you!
What we look for in you:
- Previous customer service experience, ideally across several channels (email, live chat, phone and social media)
- Experience in content moderation, community management or trust and safety—ideally on a marketplace or online community
- Excellent written communication skills—empathetic, clear, and friendly, with the ability to adapt your tone
- Sound judgement and a sharp eye for detail—confident making fair, consistent decisions and spotting when something doesn’t look right
- Calm under pressure—especially when dealing with difficult or emotional situations
- A genuine interest in animal welfare and responsible pet ownership
- Curious, solution-focused, and tech-savvy
- A self-starter who’s comfortable working remotely and independently
- A true team player, happy to get involved beyond your core role when needed
Not Your Average Customer Service Role:
We’re not a faceless call centre. This is your chance to be at the heart of a growing pet care brand—keeping our community safe, helping animals find responsible homes, and making life with pets easier for owners across the UK. You’ll be supported, trusted, and empowered to make a difference every single day.
Customer Service & Community Manager - HowPets employer: Pinnacle Pet UK
At Pinnacle Pet UK, we pride ourselves on being an excellent employer, offering a supportive work culture that values diversity and inclusion. Our Borehamwood office provides a vibrant environment where employees can thrive, with generous benefits such as 24 holiday days plus your birthday off, opportunities for professional growth, and a commitment to community through paid charity volunteering. Join us to be part of a team that not only cares for pets but also invests in the well-being and development of its staff.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Community Manager - HowPets
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pinnacle Pet UK. 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 Pinnacle Pet UK 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 Customer Service & Community Manager - HowPets
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 Pinnacle Pet UK:Your cover letter is your chance to shine! Tell us why you want to work at Pinnacle Pet UK 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 Pinnacle Pet UK!
How to prepare for a job interview at Pinnacle Pet UK
✨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.
