Customer Love Tooling Specialist

Butternut Box Limited

Job Overview

Location

London, Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Are you a detail-obsessed, curious, and process-driven individual with a passion for enhancing customer experiences? Butternut Box Limited is seeking a talented Customer Love Tooling Specialist to join our dynamic team in London. This pivotal role operates behind the scenes, focusing on the development and refinement of the tools, systems, and workflows that empower our Customer Love team and directly impact our customers' journey. You will be instrumental in shaping how we interact with and support our community, driving efficiency and satisfaction through innovative solutions.
• In this role, you will take full ownership of the continuous improvement of our AI-powered customer support tool, affectionately known as 'Fin'. Your responsibilities will include meticulous prompt optimisation, refining conversational workflows, and ensuring the quality control of all customer-facing interactions. A key aspect of this will be maintaining our distinct brand voice and values, ensuring every customer touchpoint feels accurate, engaging, and genuinely human. This requires a deep understanding of AI capabilities and a keen eye for detail to ensure Fin consistently delivers exceptional support.
• You will also be the guardian of our Help Centre, managing all aspects to guarantee our customers have access to clear, comprehensive, and up-to-date information. This involves content creation, organisation, and regular updates to cover all aspects of Butternut and Marro products and services. A well-maintained Help Centre is crucial for empowering customers to find answers independently, reducing support volume and enhancing their overall experience.
• Data analysis and reporting are central to this position. You will be responsible for producing regular, insightful reports on the performance metrics of our customer support tools. By tracking key indicators, identifying trends, and uncovering areas for improvement, you will deliver actionable insights to inform strategic decisions. Your analysis will directly contribute to enhancing the overall customer experience and optimising our support operations.
• As a key voice for the Customer Love team, you will actively participate in Product Engineering discussions. Your role will be to proactively influence and champion the necessary work to build seamless integrations between our core systems, such as Intercom and our CRM. You will ensure that all our technological tools are being fully leveraged to deliver the best possible experience for both our customers and our internal team, acting as a bridge between support needs and technical solutions.
• You will hold direct responsibility for customer satisfaction (CSAT) across both our AI tool and the broader Customer Love team. This involves consistently monitoring performance, analysing feedback, and identifying opportunities to improve the quality and impact of every customer interaction. Your insights will be critical in driving initiatives that elevate our CSAT scores and foster customer loyalty.
• To maintain our high standards, you will conduct regular quality assurance (QA) reviews of customer interactions. This ensures consistency, accuracy, and the characteristic warmth of our brand in every communication. You will compile and share detailed feedback reports with line managers, providing constructive guidance to help team members develop their skills and grow within the company.
• You will serve as the primary point of contact with Intercom, our key customer support platform. This includes troubleshooting any technical issues, actively participating in meetings with our Intercom Account Manager, and staying abreast of new features and functionalities that could benefit our operations. Your expertise will ensure we are maximising the value of this critical tool.
• This role offers a unique opportunity to get deeply involved in a varied and impactful position. You will have the chance to refine existing processes, implement new solutions, and contribute significantly to the evolution of our customer support strategy. If you are passionate about making a tangible difference in customer experience through smart tooling and efficient processes, this role is for you.

🎯 Requirements

• Previous experience with customer support platforms such as Intercom, Zendesk, Dixa, or similar, including familiarity with their AI features.
• Demonstrated AI literacy, with a clear understanding of AI fundamentals and practical experience using AI-powered tools.
• Strong analytical skills with the ability to build complex formulas, create forecasts, and analyse historical data using tools like Google Sheets, Notion, or Looker.
• A proactive and motivated approach to improving systems, simplifying workflows, and creating efficient, effective processes.

🏖️ Benefits

• Equity option package
• 25 days holiday (plus 8 bank holidays) and an additional day every year of service
• £500 personal learning & development budget

Skills & Technologies

Remote

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Butternut Box Limited

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About Butternut Box Limited

Butternut Box is a UK-based direct-to-consumer subscription service that cooks and delivers fresh, human-grade meals for dogs. Founded in 2016, the company prepares balanced recipes in its own London kitchen, portioned for each dog and shipped frozen to homes across the UK and, since 2021, Europe. It emphasizes transparent labeling, vet-formulated nutrition, and sustainability through recyclable packaging and ethically sourced ingredients.

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