Customer Experience + Cat Expert Team Lead (12-Month Maternity Cover)

Temporary, 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

As our Customer Experience + Cat Expert Lead, you’ll be the guardian of our customers. You’ll know truly what it means to be a hardcore cat parent. The deep love. The hard work. The (frequent) bites for your troubles. And you’ll bring that spirit to your team, making sure that every time a customer calls, emails or slides into our DM’s there's a Cat Expert that's excited to chat cat.

In short, you’ll bring out the hardcore cat parent in everyone. You’ll be inspired by the DTC industry, always on the pulse of new ways to delight our hardcore cat parents, to help take our customer experience to new heights. And in everything you do, you’ll love and embrace the pace here, putting your passion into your work for an audience that’s booming day by day. 

You’ll have a team of up to 8 Cat Experts to nurture and support. You’ll analyse trends in customer behaviour to identify areas for improvement. You’ll craft training plans for new and existing team members to help them be the best Cat Expert they can be. 

And in doing all that, you’ll help cats everywhere to jump higher, zoomie faster, purr louder and live longer.

This Hands-On Role Includes Ownership Of
  • Coach, motivate and develop your team 
  • Carrying out 1-2-1’s and team meetings

  • Manage day-to-day real-time activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs

  • Ensure training and development plans are maintained for all team members

  • Use company methodology, team input and own initiative to drive team culture and morale

  • Drive a performance culture amongst team members with an emphasis on self-ownership

  • Define KPI and performance expectations, main team alignment with these consistently 

  • Keep up to date with any industry changes affecting the business and relay 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

Who we’re looking for:
  • With 2+ years as a team manager or similar within a Customer Care environment
  • Proven experience training both onboarding and continuous improvement

  • Proven experience in 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

  • 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

  • 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

  • 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!)

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
We are looking forward to hearing from you!
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