Job Details

We are exclusively considering UK residents for this role. T

his is offered as a fullyremote position, though you re welcome to work from our London office wheneveryou wish.

Changing the world of pet food for good

We re tails.com, a dog food subscription company with a big difference. We create truly tailored food for each and every dog we serve. We start by asking people a few simple questions about their dog. Then we use that information to create their dog s unique tails.com recipe so their dog gets exactly the nutrition they need, in the taste they love, delivered to their door every month. It s clever stuff.We ve got ambitious plans. Having created an entirely new category in pet food, we re now scaling fast in the UK and Europe backed by Purina, one of the world s largest pet food companies. You ll join a bunch of smart people working towards the same goals and a bunch of smart-ish dogs, all working on their own thing.Together, we ll change the world of pet food for good.The role

Our entire business is built around phenomenal customer service. As a CX Specialist, you ll actively listen, solve problemsand make decisions in each interaction you have with our customers.Reporting to one of our Team Leaders, you ll contribute to our CX mission of being a cost-effective and service-led operation that delivers value to tails.com and our customers.

How you'll make an impact:

Be our first point of contact for customers supporting them in English and German via email, phone, and social channelsTake ownership of customer queries from start to finish and resolve them in a timely mannerProvide great quality service consistently in order to retain and delight customersEducate our customers on our range of products and make appropriate recommendationsProvide feedback and share insights when required in order to continuously improve our processes and serviceThe skills you'll bring:

Fluent in English and German (written and spoken)Strong and effective communicator - you pay attention to detail and are solution drivenAbility to work at pace to achieve pre-defined targets consistently - you are organised and have a solid work ethicAdaptable with a growth mindset and positive outlook - you hold yourself accountable and put into practice constructive feedbackReliable and approachable team player - you havea positive attitude and enjoy supporting othersWhat s in it for you?

A starting salary of 26,500,reviewed annually based on performanceAnnual bonus, based on company performance33 days of holiday per year ( including bank holidays ), whichincreases over time to a max of 35 days9/10 day working week to enhance your wellbeing without a reduction in pay and leave allowanceTwo culture days per year to come together as a Customer Experience team - travel and accommodation coveredOptional 5 days unpaid leave and 1 paid volunteer day each yearWhen you need a change of scenery, you can work from abroad 2 weeks every 6 monthsHealth insurance for you, paid by tails.com, and discounted gym membershipExtended maternity, shared parental and adoption pay. Up to 6 months at 70% pay, linked to statutory parental payFlexible paid care leave to support immediate dependents, people close to you and petsAn external financial coach to support a range of topics - debt management, savings and investmentsIn house L&D team, with access to year round courses to help drive your development50% discount on all tails.com and 40% on Republic of Cats productsOur commitment

We re proud to be an active equal opportunity employer. We want to give everyone a fair chance to join us in changing the world of pet food for good. We do this by conducting a structured recruitment process for all candidates, as well as actively promoting our roles to communities that are under-represented at tails.com.During your interview process you ll meet some of our team with varying levels of responsibility and experience. We want to give every candidate a fair interview process and if you need any reasonable adjustments made, please let us know.What s next?If this sounds like it matches your experience and what you d love to do, we can t wait to hear from you! If you re unsure whether you fit our criteria exactly, please get in touch anyway. And because we believe that diverse teams perform better, we d especially love to hear from you if you re from an under-represented demographic.Here s a taster of how our recruitment process works:

Upon submission,your CV and application will be reviewed by the hiring team.To put your skills to practice, we will invite you to complete a written challenge in English and Germa n (60 mins).Should you proceed from there, we will invite you to participate

inan initial chat along with arole-play exercisein German with our CX Specialists (30 mins).You will then have an opportunity to meet

two of our Team Leaders

(60 mins).As the final step, you will meet with one of our Operations Managers

(30 mins).If you are successful, we will contact you to share the great news! We ll agree on a start date, arrange for your equipment to be sent to you and start preparing your onboarding.

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