What we do at KatKin
For uncompromising cat parents who want the best, KatKin goes all-in for cat health. We’re pioneering a new category of fresh cat food: 100% human-quality meat, made daily in Suffolk, fresh to your fridge.
Where the competition cuts corners, catfishes customers and puts profits over health, we put nutrition and cat wellbeing first. No shortcuts. No secret recipes. We’re cutting the fluff, thinking fresh, growing rapidly and fighting for industry-wide change — and longer cat lives.
As a disruptor in the $185bn pet food market, KatKin was founded to challenge the low standards set by the traditional cat food industry, which is worth $50bn globally and is this fastest growing segment in the pet care market. The concept for fresh food is well established in the US, particularly in Dog, with the Farmers’ Dog surpassing >$1B in sales proving the scale of the opportunity.
KatKin operates a direct-to-consumer (DTC) model supported by vertically integrated R&D, manufacturing, sales, and marketing teams. To date, we've delivered over 60 million fresh meals to over 250,000 happy, healthy cats across the UK. Our team of over 150 spans several locations, including London and our state-of-the-art manufacturing facility in Haverhill, Suffolk.
Why You’ll Love Working With Us
We’re a fast-paced startup making serious waves and bursting with energy. You’ll be surrounded by big creative thinkers and brand minds, a world-first team of cat scientists and nutritionists, business brains who’ve been there before, and a whole team of hardcore cat parents. All on a mission to make 100% fresh, real healthy food the new standard in cat care.
The Role
As Customer Experience Lead, you are responsible for the day-to-day performance and operational excellence of KatKin’s Inbound Customer Experience (CX) function. In addition, you will set the operational direction as we scale, building and evolving the CX roadmap to support long-term service excellence and sustainable growth.
Reporting into the Head of CX, you will lead our CX Managers, overseeing a team of Seniors and Cat Experts delivering customer support across phone, email, chat and socials. Your focus is ensuring the team consistently delivers best in class customer service while meeting defined service levels, satisfaction targets and productivity standards.
This is a hands-on operational leadership role. You will own inbound performance outcomes and are accountable for ensuring the team delivers against KPIs through strong people management, clear expectations, well-defined processes and consistent performance management.
You will run the daily operation, manage customer escalations, maintain service standards and ensure the team is set up and resourced to succeed, protecting both customer trust and operational efficiency as we scale.
Key ownership areas
Team Leadership and Development
Directly manage and develop CX Managers, overseeing Seniors and Cat Experts
Coach CX Managers to lead high-performing, accountable teams
Set clear expectations and ensure the team is enabled to deliver against KPIs
Drive a culture of ownership, accountability and continuous improvement
Team Performance Management
Embed structured performance management processes, including regular reviews, calibration and feedback
Hold CX Managers accountable for consistent team performance against KPIs and KatKin operating principles
Act decisively on underperformance, implementing clear improvement plans to protecting service levels
Day-to-day Operational Excellence
Run the daily execution of the CX team across all inbound channels
Own staffing (including hiring), scheduling and workload distribution to maintain operational stability
Ensure consistent application and continuous improvement of policies, procedures and service standards
KPI Ownership, Delivery and Reporting
Own and consistently deliver on CX KPIs including SLAs, CSAT, cat expert quality and productivity metrics and compensation targets
Maintain strong reporting cadence and accountability to senior leadership
Crisis Management and Escalations
Own escalation processes for complex or high-impact customer issues
Support CX Managers in handling escalations and ensure customers are given timely and thoughtful resolutions.
Provide operational leadership during service disruptions or high-volume periods
Who we are looking for:
Experienced leader
You have 2-3 years of experience leading customer experience teams, driving performance and customer satisfaction in a fast paced environment
You have a proven track record of delivering against KPIs and managing managers
You know how to motivate and develop high-performing frontline teams
Operationally Strong - Data & KPI Driven
You are confident in owning service KPIs such as SLAs, CSAT, QA and productivity
You can translate targets into clear expectations and consistent team delivery
You identify trends in KPIs and customer data to drive proactive improvements
Proactively identify structural improvements and new initiatives that enhance customer experience and operational efficiency
Strong People Manager and Coach
You lead with clarity, accountability and empathy
You are skilled at performance management, coaching and developing managers and senior team members
You act quickly on underperformance while maintaining a supportive team culture
Calm and Customer Focused
You are comfortable handling complex escalations and making fair, thoughtful decisions
You bring sound judgment, calm and consistency, especially during high-volume or challenging periods
Process Orientated and Quality-Minded
You care deeply about delivering accurate, high quality support every time
You continuously strengthen team standards, service consistency and operational effectiveness through structured, scalable processes
You are comfortable working with customer support tools and performance systems, leveraging them to improve efficiency and quality
To Apply
Click Apply and answer the following screening questions
Can you describe your experience managing a customer experience team?
What strategies did you implement to drive team consistent performance, improve customer satisfaction, and meet KPIs?
Tell us about a time when you identified a systemic issue in customer service or experience.
How did you use data or customer feedback to address it, and what was the outcome?
How do you balance reactive support with proactive initiatives?
Can you give an example of how you’ve driven both operational efficiency and customer satisfaction?
Which DTC brand’s customer experience impressed you the most, and why?
What aspects of their approach would you apply to the CX Lead role at KatKin?
(Optional) If you have a pet, how would your experience as a pet parent influence your approach to customer experience at KatKin?
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
