Remote Customer Experience Team Lead

For uncompromising cat parents who want the best, Kat Kin is revolutionising cat health by transforming the lives of cats through superior nutrition. We’re Europe’s first fresh-cooked cat food, made with 100% human-grade meat, gently cooked and frozen to lock in freshness. As a disruptor in the $185bn pet food market, Kat Kin 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.

Kat Kin is vertically integrated across R&D, manufacturing, sales, and marketing. To date, we've delivered around 35 million fresh meals to over 200,000 happy, healthy cats across the UK. Our team of over 130 spans all locations, including Clerkenwell, London, the US, and our state-of-the-art manufacturing facility in Haverhill, Suffolk. We also have customer service teams in both London and South Africa.

Kat Kin operates a direct-to-consumer (D2C) model supported by a first-class, dedicated customer service team, allowing us to build valuable relationships and foster a passionate customer community. In addition to our eCommerce channel, our Fresh food and Pantry products are also sold through a growing number of select third-party platforms, including Ocado, Amazon, and Pets at Home.

Where the competition cuts corners, catfishes customers, and puts profits over health, Kat Kin puts cat well-being first. No shortcuts. No secret recipes. We’re cutting the fluff, thinking fresh, and channelling hardcore love into industry-wide change. So cats live long and cat parents can love hard without compromise.

We’re all-in for cats, and it shows: our energy will blow you away from day one. You’ll be surrounded by knowledgeable scientists, big creative thinkers, astute business minds, and a whole team of hardcore cat parents. All on a mission to make hardcore love the new standard in cat care – with a fresh take on every product in the cat industry.

As a Customer Experience Team Lead at Kat Kin, you will be responsible for executing the vision and strategy for Kat Kin’s end-to-end customer experience. You’ll manage a team of 8-10 Cat Experts while leading ad hoc projects to enhance efficiency and service quality, all with an obsessive focus on a customer-first approach.

Understanding the deep love and uncompromising nature of cat parents, you will inspire your team to bring that passion to every interaction—whether through calls, emails, or social channels. In a fast-paced environment, you will focus on coaching, development, and performance management to ensure that productivity and quality KPIs are consistently met. By facilitating ongoing training and fostering a positive team culture, you’ll collaborate with management to implement meaningful process improvements.

Your role will also involve analysing customer and team behaviour to identify areas for enhancement and seeking inspiration outside of Kat Kin to drive innovative improvements. A key part of your mission will be to shift your team’s mindset to prioritise customer growth, encouraging a proactive approach to initiatives that enhance engagement and satisfaction. You will align team efforts with Kat Kin's core principles, continuously elevating our customer experience and helping cats everywhere live their best lives.

• Team Coaching & Development: Coach, motivate, and develop your team through regular one-on-ones and team meetings to ensure continuous growth.

• Operational Management: Oversee day-to-day activities, prioritising and assessing risks within existing processes to achieve service level agreements (SLAs).

• Team Culture: Leverage company methodologies, team feedback, and your own initiative to cultivate a positive team culture and boost morale.

• Performance Culture: Foster a performance-driven culture with an emphasis on self-ownership among team members.

• KPI Definition: Implement and monitor established KPIs and performance expectations set by senior management, ensuring alignment with…