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. 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.
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⏳ 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.