KatKin's Opportunity
What we do at KatKin
For uncompromising cat parents who want the best, KatKin 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, KatKin 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.
KatKin 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.
KatKin 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, KatKin 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.
Why You’ll Love Working With Us
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.
The Role
As a Customer Associate/ Cat Expert at KatKin, you’ll be at the heart of our mission to give cats the best, fresh food and create an outstanding experience for their cat parents. You’ll be chatting with cat lovers all day, every day, and guiding them through their journey with us - whether it’s answering questions, solving problems, or just sharing the joys of cat parenting.
You'll be talking to our customers on the phone, via email, live chat, and social media, offering them expert advice on all things KatKin. You’ll explain why fresh food is the healthiest choice for their cats and help them navigate their subscription, deliveries, and more. You’ll also be a part of our close-knit community of passionate cat lovers, building relationships, celebrating wins, and supporting customers through any bumps in the road.
Your insights will help us improve and grow, as you’ll be listening closely to customer feedback, spotting trends, and reporting back to the team. Every day is an opportunity to make a difference, whether it’s by providing exceptional customer support or suggesting new ways we can enhance the experience for our cat parents.
Key ownership areas
* Customer support: Be the voice of KatKin across all channels - phone, email, live chat, and social media. Whether it’s a quick question or a bigger issue, you’ll offer helpful, empathetic, and thoughtful support.
* Educating cat parents: Share your passion for why fresh food is the best choice for cats. Help customers understand how nutrition impacts their cat’s health.
* Engagement & community: Build and nurture meaningful connections with our customers. Respond to their messages, celebrate their wins, and make sure they feel like part of the KatKin family.
* Spotting trends: Stay tuned in to what customers are saying and spot any trends or recurring issues. You’ll help us improve by sharing insights with the team and recommending ways we can do things better.
* Customer experience recommendations: Offer ideas to improve the overall customer experience. Whether it's streamlining processes or suggesting new features, you’ll help us keep raising the bar.
* Hitting targets: We’ll look to you to help meet daily, weekly, and monthly KPIs while still delivering excellent, personalised customer service.
Who we are looking for:
* Cat lover at heart: You get it. You understand that cats are family and you’re passionate about giving them the best. You’re excited to share that passion with others.
* Fresh food fan: You know how important fresh, high-quality food is for health—whether it’s for you or your cat. You’re enthusiastic about sharing that message with our customers.
* Customer-focused: You thrive on making people feel heard and supported. You’re always going the extra mile to ensure customers have the best possible experience.
* Excellent communicator: You know how to communicate with clarity and empathy, whether you’re typing out an email or talking on the phone.
* Problem solver: You love tackling challenges and figuring out how to make things better. When there’s an issue, you don’t shy away from finding a solution.
* Team player: You’re a great collaborator who loves working with others, but you can also work independently when needed.
* Tech-savvy: You’re comfortable using tools like Dixa, Shopify, Recharge, and Hootsuite, or are excited to learn new systems.
Nice to haves
What We Offer
* Career-defining opportunity: Play a pivotal role in scaling our brand quickly.
* Competitive package:
o Competitive salary
o AXA Health Insurance, including optical and dental coverage
o Annual personal development budget
o Company-contributed pension
o Fixed Monday to Friday work schedule, 9am to 6pm, with a 1-hour break
* Culture and perks:
o A small, close-knit team with no egos
o 33 days of holiday each year (inclusive of bank holidays) plus your birthday off
o 4-week Work From Anywhere (WFA) policy
o 12-week maternity/paternity leave policy
o Up to 2 days WFH (Work From Home) every week
o Discount on KatKin fresh meals
o Cat (and dog) friendly office
To Apply
Send your CV and brief responses to the following questions to nikki@katkin.com:
1. Can you tell us about your experience working in customer service or a similar role? What did you enjoy most about it?
2. How would you approach helping a customer who is unsure about which KatKin product is best for their cat?
3. Share a time when you helped solve a problem for a customer. What was the issue, and how did you resolve it?
4. Which DTC brand’s customer experience impressed you the most, and why?
5. (Optional) If you have a pet, how would your experience as a pet parent influence your approach to customer experience at KatKin?
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