Customer Experience Specialist

Job Description

We turned dog food upside-down.

But we didn’t stop there.

Customer service, reinvented

We’re tails.com – experts in keeping dogs happy and healthy. We do that by creating the perfect tails.com recipe for each and every dog, asking owners a few simple questions – and then delivering straight to the door.

It’s radical stuff. Join, and you’ll be right at the heart of a business that’s not just changing the world of pet food – but customer experience too.

A tasty recipe

Listening closely. Solving problems. Making decisions. Those are the secrets to getting it right every time – hearing what each customer has to say, then working out how we’ll make them utterly delighted.

That’s not exaggerating. Our whole business is built around phenomenal service – putting you right at the heart of one of the most successful start-ups around. From logistics to tech, you’ll get to see every part of our business from the customer’s perspective.

You’re a natural

Call centres and scripts aren’t part of the deal. So we’re much more interested in your passion and tenacity – as well as your superb spoken and written English.

Every day, you’ll ask yourself “how can I get even better?”. You’ll also relish the personal learning and career development opportunities you’d expect from a start-up. And the not-so-expected chance to work across teams and learn from lots of talented people - even when working remotely.

On top of all this, you’ll share the same ambition and entrepreneurial spark that makes tails.com a brilliant place to work.

What’s in it for you?

Work in an office full of dogs, with a team full of ideas. Plus these awesome benefits:

You'll either work from home or our office, solving our customer questions mostly over the phone, so enjoying chatting to dog owners is absolutely essential!

Remote role: £21,000, plus Share award.

Office based role: £23,000, plus Share award.

You’ll work 40 hours a week in total - 9am-6pm, Monday - Friday

Learn – You’ll be challenged and given the development opportunities that you’ll only find in a high-growth business. We’ll also support you with more structured training.

Work – flexible core hours means that you can start anytime between 7-9am and finish 4-6pm (9 hours in total)

Time-out – 25 days’ paid holiday which will increase to 26 on your 2nd year anniversary and 27 on your 3rd year anniversary, plus an optional 5 days unpaid leave each year, we'll also give you a day off each year to volunteer in your community

Family - Extended paid maternity, paternity and adoption leave. Interest-free loan to help you with your rental flat deposit

Eat – Free breakfast and loads of healthy snacks every day, we have a special breakfast on Fridays!

Social – Regular team and social events, paid by tails.com

Health– Discounted gym membership and health, dental & optical insurance

Pension - Pension scheme and the option to salary sacrifice additional contributions

Travel – Interest-free season ticket loan and bike to work scheme

Have a dog? They’ll get some benefits too:

Free products – all of our tails.com products for free (for your dog). Or 50% off for one family member or friend

Dog-friendly office - there are plenty of pups to pat and daily lunchtime walks

Training – with a dog behaviourist, to help you and your dog thrive in the office

Time to bond – we offer a pooch plan which means you get extra flexibility in the first weeks of owning a dog, or if your dog is unwell