Customer Experience Specialist

Changing the world of pet food for good
We’re Tails.com, a dog food subscription company with a big difference. We create truly tailored food for each and every dog we serve. We start by asking people a few simple questions about their dog. Then we use that information to create their dog’s unique Tails.com recipe – so their dog gets exactly the nutrition they need, in the taste they love, delivered to their door every month. It’s clever stuff.

We’ve got bold plans. Having created an entirely new category in pet food, we’re now scaling fast in the UK and Europe – backed by Purina, one of the world’s largest pet food companies. You’ll join a bunch of smart people working towards the same goals – and a bunch of smart-ish dogs, all working on their own thing.

Together, we’ll change the world of pet food for good.

Build our brand
We’re building an international brand, fast. We set ambitious goals. We challenge and support each other in equal measure. At the pace we’re moving, we prefer to test ideas and learn quickly rather than spend months building a business case. That means we celebrate when things go right, and we learn when things go wrong.

Sound like a team you want to join? Here’s how you’ll make a difference:

The role
Our whole business is built around phenomenal customer service. As a CX Specialist, you’ll need to actively listen, problem solve and make decisions in each interaction you have with our customers.

Reporting to one of our Team Leaders, you’ll contribute to our CX mission of being a cost-effective and service led operation that delivers value to tails.com & our customers, through your responsibilities.

You will be responsible for:

• You’ll be our first point of contact for customers – supporting them in English via email, phone and social channels.
• Take ownership of customer queries from start to finish and resolve these in a timely manner.
• Provide great quality service consistently in order to retain & delight customers.
• Educate our customers on our range of products and make appropriate recommendations.
• Provide feedback and share insights when required, in order to continuously improve our processes and service.

The skills you’ll bring:

• Fluent in English.
• Strong and effective communicator - you pay attention to detail and are solution driven.
• Ability to work at pace to achieve pre-defined targets consistently - you’re organised and have a solid work ethic.
• Adaptable, with a growth mindset and positive outlook - you hold yourself accountable and put into practice constructive feedback.
• Reliable and approachable team player - you’ve got a positive attitude and like supporting others.

What’s in it for you?

• £ 28,800 starting salary (reviewed annually based on performance) + annual bonus (based on company performance).
• 33 days of holiday per year (includes bank holidays), increases over time to 35 days.
• Optional 5 days unpaid leave and 1 paid volunteer day each year.
• Monday to Friday (no weekend shifts).
• 21 Fridays off to enhance your wellbeing.
• Ability to work from abroad 2 weeks every 6 months without a reduction in pay and leave allowance.
• Two culture days per year to come together as a Customer Experience team (travel + accommodation covered).
• Extended maternity, shared parental and adoption pay. Up to 6 months at 70% pay, linked to statutory parental pay.
• Health insurance for you, paid by Tails.com & discounted gym membership.
• 50% discount on all Tails.com.

What’s next?
If this sounds like it matches your experience and what you’d love to do, we can’t wait to hear from you! To apply, please fill in the application form below and attach an up-to-date version of your CV. If you’re unsure whether you fit our criteria exactly, please get in touch anyway. And because we believe that diverse teams perform better, we’d especially love to hear from you if you’re from an underrepresented demographic.

Our Commitment
We’re proud to be an active equal opportunity employer. We want to give everyone a fair chance to join us in changing the world of pet food for good. We do this by conducting a structured recruitment process for all candidates, as well as actively promoting our roles to communities that are under-represented at Tails.com.

During your interview process you’ll meet some of our team with varying levels of responsibility and experience. We want to give every candidate a fair interview process and if you need any reasonable adjustments made, please let us know.