CX Retention Calling Associate

For uncompromising cat parents who want the best KatKin is revolutionising cat health by transforming the lives of cats through superior nutrition. Were Europes first fresh-cooked cat food made with 100% human-grade meat gently cooked and frozen to lock in freshness. 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 is vertically integrated across R&D manufacturing sales and marketing. To date weve delivered around 62 million fresh meals to over 270000 happy healthy cats across the UK. Our team of over 150 spans several locations including London USA and our state-of-the-art manufacturing facility in Haverhill Suffolk. We also have customer service teams in both London and South Africa.

KatKin operates a direct-to-consumer (D2C) model supported by a first-class dedicated customer service addition to our eCommerce channel our Fresh food and Pantry products are also sold through a growing number of select third-party platforms including Ocado Amazon and Pets at Home.

Where the competition cuts corners catfishes customers and puts profits over health KatKin puts cat well-being first. No shortcuts. No secret recipes. Were 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.

If you want to join an ambitious mission-driven high-growth startup thats making a genuine difference to cats (and their peoples) lives youll love working at KatKin. Youll be surrounded by knowledgeable scientists big creative thinkers astute business minds and a whole team of hardcore cat a small entrepreneurial creative team focused on the mission to give all cats the food they deserve - 100% fresh human-grade meat.

As a CX Retention Calling Associate youll be making calls to KatKin cat parents to support them in their journey. Your mission is to make every cat parent feel welcome informed empowered and excited about their cats Fresh meals. You will be responsible for calling cat parents providing tailored advice and solutions capturing insights and actioning changes on their behalf.

• Conduct callsto KatKin cat parents providing expert tailored advice and support

• Deeply understand KatKins productsandleverage your expertise to educate and reassure customers - answering every question with empathy and clarity

• Troubleshoot and resolveaccount issues (e.g. updating subscriptions managing delivery concerns)

• Capture customer feedback identifying and highlighting recurring themes to support translating insights into targeted actionable initiatives

• Hit and exceed individual KPIs including call and spoken to rates customer satisfaction (CSAT) scores and trial conversion metrics

• Continuously optimise the onboarding journeyin partnership with the CX Retention Calling Manager by refining call scripts creating comprehensive FAQs and launching new targeted calling campaigns.

• Support and provide trainingto new joiners

• Support on initiativesto drive process improvements

• Exceptional communicator:Confident clear and personable on the phone. Able to build rapport quickly.

• Empathetic problem-solver:You listen actively de-escalate concerns and take ownership of finding solutions.

• Target driven and analytical:You track your performance metrics spot trends in feedback and adapt your approach for continuous improvement.

• Resilient resourceful and adaptable:You thrive in a fast-paced environment juggling multiple tasks while maintaining high standards.

• Team player:You value face-to-face collaboration (in-office or virtually) share learnings openly and build positive relationships across functions.

• Tech-savvy:Youre comfortable using tools like Dixa Recharge and Google Suite or you are excited to learn new systems.

• Alignment with our core principles:Think Big Relentlessly High Standards Never Give Up No Egos Urgency Matters One Team.

• Previous sales experience not required but preferred.

• Competitive salary and bonus structure

• 25 days of holiday every year plus your birthday off and an additional day for every year at KatKin

• 4-week WFA (work from anywhere) policy

• Hybrid working up to 2 days WFH (work from home) every week

• 12-weeks paid parental leave for all new parents

• Discount on KatKin fresh food and pantry products for your cat and 500 for new cat parents

• Comprehensive AXA health insurance including optical and dental

• 800 yearly personal development budget

• Macbook Pro

• Company pension

• Regular company socials and lunch provided on Mondays

• All the fresh fruit soft drinks tea and coffee you can eat and drink; great banter and a cat (and dog) friendly office

• No egos and a small close-knit team