Customer Care Associate

FRESH FOOD, HAPPY DOGS. We believe dogs deserve the healthiest, most natural and tastiest meals - with none of the nasties. That’s why we make FRESHly prepared food, cooked just like you would at home and delivered direct to our customers in perfect portions. As a B-Corp certified company, you’re joining a sustainable business that genuinely cares about our people, our products and our impact on the planet. Our goal is simple: to help dogs live healthier, happier, and longer lives, while leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave), hand delivered the very first Butternut Box. Today, we feed hundreds of thousands of hungry dogs across the UK and Europe - but we won’t stop until we’re feeding dogs everywhere. To get there, we need a team of brilliant people who share that ambition to come and work for us.  🐾 THE JOB:  Please note that this role will close on: 24th July 2026 We're looking for an experienced people leader and outstanding communicator who cares deeply about the experience our customers receive. We're proud to hold a 4.8 rating on external review sites, and we're looking for someone who will help us protect and build on that. You'll bring a genuine willingness to go the extra mile for every customer, delivered with the warmth, care and fun that define our approach. You'll lead our UK and Ireland Customer Love team, with a group of capable and dedicated team leaders reporting to you. The role covers everything you'd expect from running a high-performing team: goal setting, KPI tracking, people management, scheduling, project management and presenting to stakeholders. In addition to this, you should have a creative flair to take the Butternut brand and make it shine through your team. This is a hybrid role, where you'll need to be at the Box Office in White City, London, at least three days a week, with regular travel to other Butternut locations, including internationally. ❓ What you'll do * Lead our UK&I Customer Love team, keeping eNPS at a world-class level and ensuring the team is happy, engaged and set up to succeed. * Sit on the Customer Love leadership team, a group of seven people responsible for delivering our global strategy across all brands. * Own our core KPIs, including wait times, CSAT, QA and productivity, and build the plans that meaningfully improve them. * Take the lead on level 2 escalations, resolving complaints with care and using each one as a training opportunity for your team. * Stay calm and pragmatic during operational challenges, acting decisively and with the kind of confidence that gives others the confidence to follow. * Champion compliance and quality standards, and model that commitment for those around you. * Motivate and support your team leaders, managing managers with a leadership style that is both firm and fair. * Lead performance management and difficult conversations when needed, always with genuine care for the people involved. * Deliver weekly and periodic reporting, surfacing insights and actions that drive good decisions. You'll have a strong instinct for understanding our customers and spotting trends early enough to course correct. * Support cross-functional projects as they roll out across the business, making sure the Customer Love team is well briefed and has the right processes in place. * Work with tools including Intercom, Iterable and AgoraPulse to deliver an excellent customer experience. * Build new procedures and structures for the team, including with AI tools, staying curious about better ways of working and bringing your team along with you. * Present regularly at Customer Love all-hands meetings, in person and virtually, delivering clear messages that inspire the wider team. * Build business cases for budget spend, covering resourcing, tooling and beyond, and present these clearly to senior stakeholders.     👀 WHAT WE'RE LOOKING FOR:  * You have at least three year’s experience managing a team of people managers in an inbound customer care environment. * You're comfortable with systems and software, confident setting up and managing applications across a team. Ideally you have experience in managing tools such as Intercom, Dixa, Zendesk or similar. * You have proven experience with budget management of a large scale team across wages and overheads, including resource allocation and contract negotiations. * You're a natural storyteller and confident presenter. People buy into what you say and want to do their best work for you. * You bring creative thinking to the table, always asking what's the best thing we can do for our customers. * You communicate clearly and effectively, whether face to face, in meetings, over email or on Slack, with senior stakeholders, your team and beyond. * You have strong emotional intelligence and adapt your style to the people you're working with. You're genuinely curious about people. * You make sound decisions quickly, even under pressure, and bring things back under control when they go wrong. * You have a bias to action: you propose solutions and see them through with both care and pace. * You're adaptable, comfortable changing direction as circumstances shift. * You build strong working relationships with peers and stakeholders, and bring a can-do attitude to your work. * You're analytically strong, able to turn data into insight and back up your recommendations with numbers. You know your way around complex spreadsheets, and have a natural affinity for spotting trends. * You want to lead a team that shares your values and belief in the mission, and you hold yourself and others to the standard of matching behaviour to words. * You take real ownership of your goals, stay organised, and are open and honest when things aren't going to plan. *   ⏳ THE INTERVIEW PROCESS: 1. Initial call (45 minutes) with your dedicated Talent Acquisition Partner, carried out remotely.  2. Skills interview (60 minutes): a remote conversation about your experience managing people managers and running a customer service team 3. Behaviours interview (90 minutes): an in-person conversation at our White City office, focused on how your values align with ours We usually expect our interview process to take 3-5 weeks, end to end.  🙌 OUR BENEFITS: * 25 days holiday (plus 8 bank holidays) and an additional day for every year of service up to 5 years * 5 additional, paid 'paws' days off per year dedicated to your learning, development or personal wellbeing. Hit pause when you need it most * £500 personal learning & development budget to sharpen your skills * Share options grant - everyone owns a piece of Butternut's success. * A significant discount on our Fresh food, to keep your own dogs as healthy as our customers * Enhanced parental leave * Flexible core working hours * Cycle to work scheme * Pension with NEST * Private Medical Insurance with Vitality * Private Dental Insurance with Bupa * Paid time off for fertility treatments and pregnancy loss * Paid sabbaticals for squad members with 5 or more years service at Butternut * Discounted gym access through MyGymDiscounts * Lots of office dogs (Ajax, Peggy, Chief, Louis, Hansen, Winnie and many more….) 💡 IMPORTANT THINGS TO NOTE: * We recommend getting your application in as soon as possible. We reserve the right to close the role early.  * Our team thrives on collaboration. We spend 3 days a week in our West London office (Monday, Wednesday, and Thursday) and 2 days working from wherever you’re most productive. Because being together is a big part of our culture, we’re looking for someone within a comfortable commutable distance to London. * We’re a small (but mighty!) recruitment team. We aim to respond to everyone personally, but if we’re flooded with brilliant applications, we may need to close the role early. We appreciate your patience while we review applications.  * For this specific role, we’re unable to offer visa sponsorship, so you’ll need the right to work in the UK. ❗️WE BELIEVE IN A SEAT AT THE TABLE FOR EVERYONE.  Butternut Box is an equal opportunity employer. We believe that to make the best food for all dogs, we need a team that represents all humans. We celebrate different nationalities, backgrounds, experiences and perspectives. We are specifically committed to increasing representation from underrepresented groups. We want a strong, diverse team built from different identities and lived experiences. We’re not perfect, but we are dedicated to the ongoing work of building an inclusive, supportive place where you can do the best work of your career.

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.  Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture. OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better. The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers! Please note we can only consider candidates who are able to speak and write in both German and English to a fluent / native level.  ---------------------------------------------------------------------------------------------------------------------------------- IN THIS ROLE, YOU WILL: Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service. (How cool that you might get to talk to someone in Australia?) * Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with) * Provide outstanding service * Know your limitations and when you should ask for assistance * Own the resolution to the problem; don’t leave the customer hanging * Accurately and efficiently log all contacts in our CRM (Salesforce) ---------------------------------------------------------------------------------------------------------------------------------- WORKING HOURS:  * Our UK Customer Support function operates from 07:00 - 20:00, 7 days a week, 365 days a year. * Our Customer Support Representatives work 5 days a week, working 8.5 hour shifts (including break time) - the earliest shift is 07:00 - 15:30 & the latest is 11:30 - 20:00.  * Once you join, you'd be assigned a set shift, so it's important to be fully flexible with the days & times you can work.  * The team work 3 days a week in the London office  (Tues, Weds & Thurs) * You'll be required to work public holidays & on weekends too (usually Saturday or Sunday) START DATE:  * The intended start date is Monday 17th August 2026, the following 5 weeks will be for training.  * Training is Monday - Friday, 09:00 - 18:00 in the London office. * Successful candidates must attend all days of training for the 5 weeks. ---------------------------------------------------------------------------------------------------------------------------------- PLEASE APPLY IF: * You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience) * You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there) * You have the ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions * You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up * Value your integrity, and respect the trust our customers place in OpenTable’s products/ brands and would never lie to our clients just to make them happy * You enjoy the flexibility and challenges that come with a script free environment * You use your experience and personality to provide excellent service * You are not only receptive to feedback, but you actively seek it, and look for ways to implement it ---------------------------------------------------------------------------------------------------------------------------------- EXPERIENCE NEEDED: * Excellent communication skills, with a bias towards customer service * You have Strong communication skills: active listening, writing/typing, informal communications * Restaurant/ hospitality experience (or even just being a “foodie”) preferred * You have 1+ year experience providing customer support, by phone, email, chat, preferably in a software support environment * Have experience using current Microsoft Windows and Apple operating systems * You hold knowledge of iOS and Apple Hardware ---------------------------------------------------------------------------------------------------------------------------------- WHAT YOU’LL GET AT OPENTABLE We believe great work happens when people feel trusted, supported & excited about what they do — so we offer benefits designed to support your life, wellbeing & growth. 💷 ANNUAL SALARY * £30,000 per year 🌍 FLEXIBILITY THAT ACTUALLY FEELS FLEXIBLE * Work from (almost) anywhere for up to 20 days per year * Generous annual leave, plus your birthday off 🧠 SUPPORT FOR YOUR WELLBEING * Private health & dental insurance * Company-paid therapy through Spring Health * A Headspace subscription * An Employee Assistance Programme with 24/7 GP access, legal support & more * Income protection & life assurance * Discounted gym membership 🚀 INVESTMENT IN YOUR GROWTH * Development Dollars to support your learning * Leadership development opportunities * Access to thousands of on-demand courses & learning resources ✨ THE EXTRAS THAT MAKE A DIFFERENCE * Paid volunteer days * Paid parental leave * Competitive pension contributions * Bike2Work & season ticket loan schemes * Travel discounts * Employee Resource Groups & inclusive communities * Regular socials, Thursday happy hours & free office lunches twice a week Work Environment & Flexibility At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations. ---------------------------------------------------------------------------------------------------------------------------------- Inclusion We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves. If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations. #LI-FF1