Customer Sales & Retention Representative - Live Chat Specialist

Customer Sales & Retention Representative - Live Chat Specialist

Full-time Permanent Associate

Posted 08 Sep 2026

A bit about us…

At Pure, we're passionate about transforming dogs' lives through better nutrition. Born from a friendship between two dog-loving friends and a shared vision, we've grown into something truly special - a UK-based company that's leading the pack in healthy, tailored dog nutrition.

We're not just another pet food company – we put paws and people first with dogs and their owners driving our decisions. We craft healthy, perfectly portioned meals that delight dogs and keep bowls sparkling clean. But what really makes us different is how we support our pet families every step of the way. Through expert advice and personalised communication, we're right there beside them on their journey of giving their four-legged family members the best possible life.

The role…

In this role, your primary focus will be engaging with customers through live chat, shaping their experience with Pure in real time. You’ll spend the majority of your day managing multiple live chat conversations, providing quick, thoughtful, and personalised support that helps customers feel valued and understood.

Alongside chat, you’ll also handle customer emails, keeping the same high standard of communication and service. At times, you’ll support customers by making outbound calls or handling inbound lines when needed - ensuring both customer and business needs are fully met across every channel.

You’ll manage a variety of customer interactions - from welcoming new customers and guiding them through their first order, to helping long‑term customers with changes, or reconnecting with those thinking of leaving to explore ways to win them back.

Your goal is to deliver sales and retention excellence through acustomer-first approach, using empathy, agility, and creativity to find tailored solutions. No two days (or dogs!) are the same, so you’ll need to think quickly, balance multiple conversations, and communicate with clarity to make every interaction feel effortless.

As part of a close-knit team, you’ll be instrumental in driving both new customer growth and loyalty, while also sharing customer insights that help shape the future direction of Pure.

A bit about you

• You have
  experience working in live chat environments
  , with the ability to manage multiple conversations at once while maintaining speed, accuracy, and warmth.
• You’re an exceptional written communicator, skilled at building rapport and trust through chat and email.
• You’re comfortable switching between channels - chat, email, and phone - and can adapt your style to suit each.
• You’re proactive in asking the right questions, uncovering customer needs, and offering clear, tailored solutions.
• You’re target-driven, with proven experience in upselling, cross‑selling, and customer retention.
• You thrive in a fast‑paced, customer‑focused role where multitasking and problem‑solving are key.
• A genuine dog lover! We believe this connection helps create more authentic and engaging customer conversations.

What we're looking for:

A desire to align to the Pure values:

Ahead of the pack: Uses customer feedback and data to spot patterns and drive improvements in support. Comfortable discussing performance data openly to find ways to do better.

Paws & People First: Motivated to exceed customer expectations on every contact, knowing each interaction shapes how pet parents feel about Pure. Customer centric, and builds trust through integrity, kindness, and consistency.

Best in Show: Results driven and committed to hitting service targets, always looking to improve in a fast-paced, growing business.

New tricks: Shares ideas to improve the customer experience and stays open to…