Senior Customer Support Manager

About this role

<h2>Fresh Food, Happy Dogs.</h2> <p data-path-to-node="5">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.</p> <p data-path-to-node="7">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. </p> <h2>🐾 The job: </h2> <p>Please note that this role will close on: 24th July 2026</p> <p>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.</p> <p>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.</p> <p>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.</p> <p><strong>❓ What you'll do</strong></p> <ul> <li>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.</li> <li>Sit on the Customer Love leadership team, a group of seven people responsible for delivering our global strategy across all brands.</li> <li>Own our core KPIs, including wait times, CSAT, QA and productivity, and build the plans that meaningfully improve them.</li> <li>Take the lead on level 2 escalations, resolving complaints with care and using each one as a training opportunity for your team.</li> <li>Stay calm and pragmatic during operational challenges, acting decisively and with the kind of confidence that gives others the confidence to follow.</li> <li>Champion compliance and quality standards, and model that commitment for those around you.</li> <li>Motivate and support your team leaders, managing managers with a leadership style that is both firm and fair.</li> <li>Lead performance management and difficult conversations when needed, always with genuine care for the people involved.</li> <li>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.</li> <li>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.</li> <li>Work with tools including Intercom, Iterable and AgoraPulse to deliver an excellent customer experience.</li> <li>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.</li> <li>Present regularly at Customer Love all-hands meetings, in person and virtually, delivering clear messages that inspire the wider team.</li> <li>Build business cases for budget spend, covering resourcing, tooling and beyond, and present these clearly to senior stakeholders.</li> </ul> <p> </p> <p> </p> <h2>👀 What we're looking for: </h2> <ul> <li>You have at least three year’s experience managing a team of people managers in an inbound customer care environment.</li> <li>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.</li> <li>You have proven experience with budget management of a large scale team across wages and overheads, including resource allocation and contract negotiations.</li> <li>You're a natural storyteller and confident presenter. People buy into what you say and want to do their best work for you.</li> <li>You bring creative thinking to the table, always asking what's the best thing we can do for our customers.</li> <li>You communicate clearly and effectively, whether face to face, in meetings, over email or on Slack, with senior stakeholders, your team and beyond.</li> <li>You have strong emotional intelligence and adapt your style to the people you're working with. You're genuinely curious about people.</li> <li>You make sound decisions quickly, even under pressure, and bring things back under control when they go wrong.</li> <li>You have a bias to action: you propose…