We turned dog food upside-down.

 

But we didn’t stop there. Customer service, reinvented

We’re tails.com – experts in keeping dogs happy and healthy. We do that by creating the perfect tails.com recipe for each and every dog, asking owners a few simple questions – and then delivering straight to the door. It’s radical stuff. Join, and you’ll be right at the heart of a business that’s not just changing the world of pet food – but customer experience too.

A tasty recipe

Listening closely. Understanding what customers need. Solving problems. Making decisions. Those are the secrets to getting it right every time – hearing what each customer has to say, then working out how we’ll make them utterly delighted. That’s not exaggerating. Our whole business is built around phenomenal service – putting you right at the heart of one of the most successful start-ups around. From logistics to tech, you’ll get to see every part of our business from the customer’s perspective.  

You’re a natural

Call centres and scripts aren’t part of the deal. So we’re much more interested in your passion and tenacity. You can flawlessly communicate, verbally and in writing, in both English and German. Every day, you’ll ask yourself “how can I get even better?”. You’ll also relish the personal learning and career development opportunities you’d expect from a start-up. And the not-so-expected chance to work across teams and learn from lots of talented people, working with a great team both in the office and remotely. You’ll join in team meetings and take an active role in contributing to making this team the best it can be! You’ll also be helping to lead the way into new markets by getting to know our German customers and what they need before anyone else!

You will be one of the first German specialists in our CX team. As a result, you will have the opportunity to work closely with the wider business and contribute first-hand to us establishing ourselves in a new market.

This will require you to share the same ambition and entrepreneurial spark that makes tails.com a brilliant place to work. (Breakfast, great coffee and the dog-friendly office in Richmond help too.)

Key responsibilities

  • Answering customer queries via different channels both in German and English. Listening closely and understanding what customers need. Then autonomously offering them a solution.
  • Playing a vital part in improving our processes and customer experience by picking up trends in customers’ questions and communicating them across tails.com.
  • Being knowledgeable in every area of tails.com and sharing it with our customers as the face of the company.
  • Being effective in everything you do while always asking “How can we do this better?”.
  • Loving dogs! Making our customers feel part of the tails.com family.

What’s in it for you?

Salary level  £23,000, plus Share award.

Work in an office full of dogs, with a team full of ideas. Plus these awesome benefits:

Reward - We offer a competitive salary and generous share award package

Learn – You’ll be challenged and given the development opportunities that you’ll only find in a high-growth business. We’ll also support you with more structured training.

Work – flexible core hours means that you can start anytime between 8-9am and finish 5-6pm (9 hours in total)

Time-out – 25 days’ paid holiday which will increase to 26 on your 2nd year anniversary and 27 on your 3rd year anniversary, plus an optional 5 days unpaid leave each year, we'll also give you a day off each year to volunteer in your community

Family - Extended paid maternity, paternity and adoption leave. Interest-free loan to help you with your rental flat deposit

Eat – Free breakfast and loads of healthy snacks every day, we have a special breakfast on Fridays!

Social – Regular team and social events, paid by tails.com

Health– Discounted gym membership and health, dental & optical insurance

Pension - Pension scheme and the option to salary sacrifice additional contributions

Travel – Interest-free season ticket loan and bike to work scheme

 

Have a dog? They’ll get some benefits too:

Free products – all of our tails.com products for free (for your dog). Or 50% off for one family member or friend

Dog-friendly office - there are plenty of pups to pat and daily lunchtime walks

Training – with a dog behaviourist, to help you and your dog thrive in the office

Time to bond – we offer a pooch plan which means you get extra flexibility in the first weeks of owning a dog, or if your dog is unwell

 

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