This role is about leading and enabling the Customer Support team to excel at what they do best – providing fantastic support to our customers. The Customer Support Manager will be someone who really cares about customer support and the experience our customers have when interacting with our products and people. Using your experience of managing a high performing support team, you will improve customer satisfaction and loyalty, enhance brand reputation, and drive business growth by ensuring efficient and effective customer service operations. This is a very hands-on role that will involve leading from the front.
We’re PitPat and we make wearable activity trackers for dogs. No, we’re not barking mad. We’re using the latest technology to help owners and pet care brands keep dogs happy and healthy. And they love it! Some call us the ‘Fitbit for dogs’. In addition to our dog activity monitor, GPS tracker, pet insurance and dog food range, we also provide a subscription wellness club called PitPat LIFE™ that rewards dog owners with Perks, Points and Prizes for walking and weighing their dog, a bit like ‘Vitality’ but for dogs.
Our customers’ dogs are special, and so we have some of the most dedicated, skilled and friendly operations and customer support people around. They regularly get five-star reviews for their work. Based in central Cambridge (near the station), our team assists customers with their enquiries and issues when using our ever-evolving products and app. It’s not always easy. In fact, it can be really hard at times, but we’re enthusiastic, hardworking and we have fun. And now we’re looking for new people who’d like to join us at a really exciting time of growth.
Strategic purpose: This role is about leading and enabling the Customer Support team to excel at what they do best – providing fantastic support to our customers. The Customer Support Manager will be someone who really cares about customer support and the experience our customers have when interacting with our products and people. Using your experience of managing a high performing support team, you will improve customer satisfaction and loyalty, enhance brand reputation, and drive business growth by ensuring efficient and effective customer service operations. This is a very hands-on role that will involve leading from the front.
We are seeking candidates for the role of Customer Support Manager to join our team based at our offices in Cambridge. Exact responsibilities may vary, but you are likely to:
- Train, lead and motivate the Customer Support team members to perform their roles of providing customer support by email, phone and other channels. You may also take on a portion of the workload to stay in the loop;
- Support your team's development and growth by conducting regular 1-2-1 meetings and implementing effective growth strategies;
- Act as the voice of the customer to the wider business, feeding into the product and service improvement processes;
- Maintain an overview of case reports, including case quantity, categories and the current support issues experienced by customers, and present these to management as required;
- Set and monitor SLAs and KPIs;
- Manage the Salesforce CRM tool;
- Oversee the processes behind how different types of cases are answered and logged, ensuring consistency across the team;
- Oversee the stock answers written by the team;
- Keep an open channel of communication with the Technical Support Analyst to ensure live technical bugs and hardware issues are recorded;
- Handle case escalations where necessary;
- Manage the processes around refunds;
- Manage the processes around subject access requests and right to erasure;
- Coordinate backup resource from the Customer Support team for various tasks of other operations team members.
We’re looking for someone with a complete and thorough understanding of end to end customer service processes, previous experience in a customer support management role, and someone who is:
- Amiable, confident and driven, with strong interpersonal skills;
- Strong in coaching and people development;
- Confident with technology (including MS Office, email etc.) and able to offer customer support for our products (after training);
- Able to manage time, prioritise and multi-task as necessary;
- Able to communicate clearly and accurately;
- Reliable, organised, and has excellent attention to detail;
- Happy to work independently and as part of a team;
- Willing to learn on the job, and participate in tasks that need doing around the office;
- Friendly, with a passion for delivering exceptional customer service, and a 'can do’ attitude;
- A dog lover with a strong understanding and feeling for dog owners and their concerns;
- Able to work regularly in Cambridge (core office hours 9-5pm);
- Positive, resilient and has a practical approach to handling the realities of a fast-moving company;
- Enthusiastic about the large number of dog-related puns that form part of our working lives.
Additional languages would be a benefit, but not essential.
Customer Support and Operations team members work some or all of their working week in the office to fulfil the responsibilities of their roles that cannot be done from home. We would expect the successful candidate to work in the office during their training period and at least part of each week thereafter.
Benefits of the role include:
- 25 days holiday
- Pension scheme
- Dog friendly office
- Garden with BBQ
- Well stocked kitchen
- Pawsome team social events
Reports to: Operations Manager.
Location: 5 Brooklands Avenue, Cambridge (a short walk from Cambridge train station).
Remuneration: £32-45k based on experience + benefits.
Start date: ASAP.
How to apply: If you think you’d be pawsome in this role, and you’re interested in talking more about it, please send your CV and an email telling us why you think you’d be a great member of our pack to talent@pitpatpet.com. Strictly no recruiters – we will bark at you.