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Customer Experience + Cat Expert

Permanent employee, Full-time · London
KatKins Opportunity
You’ll be the voice of our hardcore cat parents. You’ll bring a passion for delighting customers and an analytical mindset. You love cats deep in your soul. But most of all, you want to use your love of customers for good – with a start-up that changes lives. Welcome to KatKin. We’re here to change the cat food industry and make hardcore love the new standard in cat care.
What we do at KatKin
For uncompromising cat parents who want the best, KatKin goes hardcore for cat health. We make the UK’s only fresh cat food: 100% human-quality meat, gently cooked, and frozen for freshness. 
Where the competition cuts corners, catfishes customers and puts profits over health, we put cat wellbeing first. No shortcuts. No secret recipes. We’re cutting the fluff, thinking fresh and channelling hardcore love into industry-wide change. So cats live long and cat parents can love hard without compromise.
Why You’ll Love Working With Us

We’re all-in for cats, and it shows: our energy will blow you away from day one. You’ll be surrounded by knowledgeable scientists, big creative thinkers, astute business brains, and a whole team of hardcore cat parents. All on a mission to make hardcore love the new standard in cat care – with a fresh take on every product in the cat industry.

All about your role

You will be the eyes and ears of KatKin, talking to our hardcore cat parents (and prospective new customers) daily and coming up with ways to ensure they are educated and delighted with KatKin's product and service. You will play an instrumental role in ensuring our customer retention remains high as we continue to grow, by being a face and voice to KatKin cat parents across multiple channels including social media, live chat, phone and email. You'll have an opportunity to share and celebrate their joys, support their journey with us, and rectify any problems that come up

This Hands-On Role Includes Ownership Of
  • Helping our customers across phones, email, live chat & social media 

  • Noticing trends and reporting back to the business

  • Engaging with customers on social media to help grow our community

  • Make recommendations to improve the overall customer experience 

  • Hitting daily, weekly and monthly performance targets

Who we’re looking for:

  • You're a cat person and view them as a member of the family

  • You've got hustle and you’re made of grit

  • You're an excellent communicator both written and verbal

  • You can work independently as well as part of a team

  • You're kind, empathetic, caring and love to help people

  • You are a keen problem-solver

  • You act with integrity, transparency, directness and humility

  • You've worked on one or more of these systems: Zendesk, Shopify, Recharge or Hootsuite

  • You’ve worked closely with other teams in the business (such as Tech and Operations) to resolve problems with the product, website or delivery ect

What We Offer

  • Career-defining opportunity in being instrumental to scaling our brand, fast

  • No egos and a small close-knit team

  • 25 days of holiday every year plus your birthday off

  • 4-week WFA (work from anywhere) policy

  • 1-2 days WFH every week

  • Discount on KatKin fresh meals

  • Comprehensive AXA health insurance including optical and dental after probation

  • Yearly personal development budget 

  • Company pension

  • Office popcorn, soft drinks and all the tea and coffee you can drink, fresh fruit, great banter and a cat (and dog) friendly office

To Apply

Send your CV and very brief sentences on the below questions to phoenix@katkin.com

  • Tell us about a time you hustled in order to get something done

  • What are your blind spots as told by the person who knows you best?

  • Tell us anything about the pet food space you find interesting

  • Which DTC brand has delighted you the most and what did they do?

  • Which piece of work are you most proud of and why?

  • Tell us your favourite thing about your cat(s). (Bonus if plural!)

Apply for this position
About us
We aim to encourage a culture where people can be themselves and be valued for their strengths. We’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds. At KatKin we celebrate differences, and everything that makes our colleagues unique, by upholding an inclusive environment in which we can all thrive. 

We want to make our recruitment processes accessible to everyone, so if there is any way that we can support you to be the best you can be, please contact terrie@katkin.com
Apply for this position
We are looking forward to hearing from you!
Thank you for your interest in KatKin. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to terrie@katkin.com

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