Customer Experience Inbound Lead

For uncompromising cat parents who want the best KatKin goes all-in for cat health. Were 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. Were 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 weve delivered over 60 million fresh meals to over 250000 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.

Were a fast-paced startup making serious waves and bursting with energy. Youll be surrounded by big creative thinkers and brand minds a world-first team of cat scientists and nutritionists business brains whove 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.

As Customer Experience Lead you are responsible for the day-to-day performance and operational excellence of KatKins Inbound Customer Experience (CX) 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.

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

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

• Career-defining opportunity:Play a pivotal role in scaling our brand quickly.

• Competitive package:

  • Competitive salary

  • AXA Health Insurance including optical and dental coverage

  • Annual personal development budget

  • Company-contributed pension

• Culture and perks:

  • A small close-knit team with no egos

  • 33 days of holiday each year (inclusive of bank holidays) plus your birthday off

  • 2-week Work From Anywhere (WFA) policy

  • 12-week maternity/paternity leave policy

  • Discount on KatKin fresh meals

  • Cat (and dog) friendly office

1. 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

2. 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

3. How do you balance reactive support with proactive initiatives
   Can you give an example of how youve driven both operational efficiency and customer satisfaction

4. Which DTC brands customer experience impressed you the most and why
   What aspects of their approach would you apply to the CX Lead role at KatKin

5. (Optional) If you have a pet how would your experience as a pet parent influence your approach to customer experience at KatKin