Scrumbles is a fast-growing, purpose-driven pet food brand on a mission to deliver natural, gut-friendly food for cats and dogs. We're a challenger brand shaking up the pet food industry with our high-quality, transparent products and playful personality. As we scale internationally, we’re looking for a commercially astute Financial Controller to strengthen our finance foundations, provide reliable group reporting and help the leadership team understand business performance.
About The Role
You’ll lead our customer service team, helping them meet KPIs and giving cover during busy periods or escalations. You’ll own our customer service CRM, keeping tags, macros and help centre content accurate and making sure we use the platform effectively. You’ll also turn customer conversations and reviews into clear insights that help the wider business improve.
Leading the customer service team
- Manage, coach and support customer service agents, setting clear expectations for service quality and performance.
- Oversee daily workloads and support coverage, making sure enquiries are prioritised and followed through, and that service KPIs are met.
- Review customer conversations for accuracy, tone and quality, sharing feedback and learnings with the team.
- Keep the team informed about changes to products, policies and processes.
- Provide cover during busy periods and respond to escalated or sensitive enquiries, working with colleagues across the business to resolve them.
Owning our customer service CRM and content
- Take ownership of our customer service CRM, making sure we use its features effectively across the team.
- Keep up to date with the platform’s capabilities and identify opportunities to improve how we manage and respond to enquiries.
- Maintain clear tagging guidelines and regularly check that tickets are tagged accurately and consistently.
- Develop and maintain macros, response templates, tagging guidance and workflows.
- Build and maintain clear, useful help centre articles and internal guidance.
- Keep customer service content aligned with changes to products, policies and processes.
- Regularly review our AI support agent’s responses for accuracy, relevance, tone and appropriate handover to a person. Investigate incorrect or incomplete answers, update the underlying content or guidance, and check that improvements work.
Sharing the voice of the customer
- Monitor and manage customer reviews across key platforms, including Google and Trustpilot, making sure they receive timely, thoughtful responses in the Scrumbles tone of voice.
- Produce regular reporting to identify themes, trends and recurring issues.
- Give the wider business clear visibility of what customers are saying, highlighting issues and opportunities to improve our products, communications and service.
- Share practical recommendations with relevant teams and track whether changes made in response to customer feedback improve the customer experience.
What we’re looking for
- Experience managing or supervising a customer service team, ideally within an ecommerce or consumer brand.
- A supportive management style, with the ability to coach others and maintain clear service standards.
- A hands-on approach and willingness to provide cover during busy periods or handle escalations.
- Excellent written communication and the ability to explain information clearly and empathetically.
- Experience using a customer service CRM or support platform, including tagging, macros, workflows and reporting.
- Confidence maintaining accurate customer service data and using customer feedback and performance information to identify problems and recommend improvements.
- Strong organisation, attention to detail and sound judgement when prioritising enquiries or handling complaints.
- Experience writing or maintaining help centre articles and internal guidance.
- Curiosity about AI-assisted support and a practical approach to checking and improving its output.
Experience with Intercom, Shopify or a pet-related business would be a bonus, alongside an interest in cats, dogs and their wellbeing.
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Customer Service Support Manager employer: Scrumbles
Scrumbles is an exceptional employer that fosters a vibrant and collaborative work culture, where every team member plays a crucial role in enhancing the lives of pets through innovative, gut-friendly food. Located in a dynamic environment, we offer our employees ample opportunities for professional growth and development, alongside a commitment to continuous improvement and operational excellence. Join us to be part of a purpose-driven team that values your contributions and supports your career journey.
