Senior Customer Support Manager

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.

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