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Senior Customer Experience Specialist for Online Pet Wellness Subscription at Protect My Pet

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  • Remote
  • fulltime

                                         *Previous experience working within a digital startup is essential*

About Protect My Pet

At Protect My Pet, we’re on a mission to change and disrupt the pet care industry for the better. We were the first pet health subscription company to launch in the UK, we provide fully personalised parasite treatment subscription boxes, delivered directly to your door. We’re a fast-growing, D2C (direct-to-consumer) online business and customer experience is at the heart of what we do.

We’re looking for somebody passionate about pets, and pet health with excellent digital business experience. This is a fast-paced environment, with huge scope for progression so we are keen to hear from you if you are genuinely excited by our mission, and being part of our journey!

About You

You will be excited about joining the customer experience team to deliver the best service possible to our customers and having the opportunity to be fully involved in the shaping and development of our customer experience department alongside our Head of Customer Experience. 

You’ll be looking forward to getting stuck into developing customer experience processes to improve service, and assisting the Head of Customer Experience with data analysis and reporting.

The role requires a passion for customer experience, confidence in communicating and complaint handling, and proactive working with a forward-thinking ambitious mindset. It’s a really exciting time to get on board as we have lots of big plans in the pipeline!

The role of Senior Customer Experience Specialist is crucial within our scaling plans and growth strategy, so being a self-starter with initiative, and an entrepreneurial mindset is essential.

Role Responsibilities and Duties: 

  • You will relish in providing the best end-to-end customer experience and going above and beyond to delight our customers.
  • You will be confident to assist customers via live chat, phone and email support tickets.
  • You will be confident to contact our customers on a proactive basis to obtain feedback, or for any outreach projects that may be required.
  • You’ll support our Head of Customer Experience in handling any complaints or escalations as required.
  • You will be confident to communicate results and ideas from your projects with a continuous improvement mindset.
  • You will be confident and comfortable getting to grips with our software and systems to ensure you can report on and analyse our required monthly metrics.
  • You will look to continually improve the customer experience department, and know when to suggest or report improvement ideas.
  • You’ll appreciate that being part of a startup means being open and keen to work on all aspects of customer experience and undertake other duties if required.

About Your Skills and Experience:

  • A keen and enthusiastic self-starter with the ability to think on your feet and work autonomously, particularly within a remote team.
  • Minimum 2 years experience working in an online business (subscription model experience is a huge plus!)
  • A confident communicator, both written and verbal for a variety of channels, including email, live chat and telephone.
  • A proactive approach to learning as our product range expands or new software is introduced to develop and enhance our customer experience.
  • Adaptable to change, we regularly review our processes and look for ways to improve customer experience, so being ready to adapt is imperative.
  • An understanding of retention and churn as measured metrics would be advantageous.
  • Excellent organisational and prioritisation and time management skills.
  • Tech Savvy, a good understanding of Freshdesk, Monday.com or similar software.
  • Computer literacy and proficiency in Office Suite (Particularly Excel & Google sheets)
  • Passionate about pets, and pet health!

Bonus experience:

Experience working within a subscription-based business is largely advantageous. Bonus points for experience using Woocommerce, Freshdesk, Olark & Monday.com, or similar software.

Rewards:

  • Competitive starting salary dependent on experience
  • Work with a fast-paced, new and innovative brand in the pet sector
  • We are a fast-growing, progressive start-up with big ambitions, so there will be many progression opportunities available.
  • 20 days holiday PLUS your birthday off and all the usual UK public and bank holidays
  • Workplace pension scheme
  • Free Protect My Pet subscription for your pet
  • Laptop, plus all other home-office equipment and tools needed for the role will be provided
  • £1000 personal learning and development budget
  • Monday to Friday, 9 am - 5 pm shift pattern

To apply

Please send us your CV and Covering Letter, and a short reply to each of the questions below:

  • Are you a cat or a dog person and why?
  • Provide an example of a time when you provided exceptional service, what was the situation and the outcome?
  • Provide an example of a recent complaint you have dealt with, what was the situation and the outcome?
  • What do you find interesting about the pet industry and why?
  • Please provide an example of a subscription company you have used and explain why you were impressed with their service.

Applications that do not include a cover letter, or answer our screening questions will not be considered.

Please note that you will need to be UK based and eligible to work in the country to apply.

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