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CX Weekend Supervisor at KatKin

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  • Remote
  • parttime
  • ₤17 - ₤19 per hour
  • -
  • KatKin’s Opportunity 


    Did you know that some cat food contains as little as 4% meat? Considering cats need meat to thrive, that’s a problem. Cats have been neglected by the pet food industry for too long, being offered variations of dog food, rather than food designed specifically for their enjoyment and health. KatKin gives cats what they really need and crave - 100% Fresh premium meat. Pure and simple.


    Rated 4.9 out of 5 on Trustpilot with many cat owners reporting transformative benefits, we’re the highest rated cat food brand in the UK. Join our fast-paced, innovative team and help more cat people discover the best food for their cat’s health!


    Why You’ll Love Working With Us


    If you want to join and grow an ambitious, mission-led, high-growth startup that’s making a genuine difference to cat’s (and their people’s) lives, you’ll love working at KatKin.


    With a growing audience of cat people, an expanding Fresh meals recipe book, and the science to back it all up, you get the sense that KatKin is a mere whisker away from becoming a household name for helping cat people do the best for their cats.


    The Role

    We’re looking for a CX Weekend Supervisor to be the point of escalations on Saturdays and Sundays.


    This is a hands-on role and your ownership includes:

    • Manage day-to-day real-time activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
    • Use company methodology, team input and own initiative to drive team culture and morale
    • Manage the fair and consistent application of performance management and disciplinary measures as necessary
    • Support the Head of CX to deliver business targets and objectives and create a performance orientated culture
    • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
    • Work with the management team to identify and deliver positive change and business efficiencies
    • Notice trends in customer behaviour and identify opportunities to eliminate customer friction points
    • Handle escalated customer issues



    Who You Are

    These are skills needed to be considered for the role. Spend the most time on this section; many candidates will skip straight to this section to decide if they should apply or not. List only the skills, experience, education, and qualifications truly required in order to be considered for this role. 


    • Team Supervisor experience
    • Coaching and communication skills
    • Experience training - onboarding and and continuous improvement
    • Experience within customer services
    • Excellent leadership and communication skills
    • Strong coaching and people-development skills through call listening, quality feedback, etc.
    • Ability to deal with customers and escalations
    • Experience with process improvement


    Nice to Haves:

    These are the skills that are nice to have but not essential to be considered for the role. These are to help candidates choose best-fit roles and sets the bar for screening. They could be desired education, skills or experience in addition to the basic qualifications:

    • Experience within a high-growth start up
    • Strong data analysis skills



    What we offer:

    • Career defining opportunity in being instrumental to scaling our brand, fast
    • No egos and a small close-knit team
    • 10 days holiday every year plus your birthday off
    • 4 week WFA (work from anywhere) policy
    • 12-weeks paternity / maternity leave
    • Discount for KatKin fresh meals
    • AXA Health Insurance including optical and dental
    • Yearly personal development budget 
    • Company pension
    • Free popcorn, all the tea and coffee you can drink, fresh fruit, great banter and a cat (and dog) friendly office


    In your application please answer the following: 

    1. Tell us about a time you hustled in order to get something done
    2. What are your blind spots as told by the person who knows you best
    3. Tell us anything about the pet food space you find interesting
    4. Which DTC brand has delighted you the most and what did they do
    5. Which piece of work are you most proud of and why?
    6. Tell us your favourite thing about your cat(s)? (Bonus if plural!)


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