Customer Care Team Lead

Untamed; United Kingdom; Remote; GBP 27,000; Full time

Job summary

A premium pet food company is seeking a Team Lead for their Customer Care team. This remote role requires leading a team of agents to ensure exceptional customer service across various channels. Candidates should have over 3 years of customer care experience with a focus on coaching and team leadership. The package includes a MacBook, private healthcare, and generous leave policies.

Benefits

Private Healthcare

Pension contributions

25 days of annual leave

Monthly Wellness contribution

Paid charity days

Huge discounts on products

Qualifications

• 3+ years in customer care, with 1+ years leading a team.
• Experience coaching, QA, and performance management.
• Strong written and verbal communication skills.

Responsibilities

• Lead the Customer Care Team.
• Manage and coach the team across all channels.
• Monitor workflows and resource allocation in real-time.

Skills

Customer care experience

Team leadership

Coaching skills

Analytical skills

Communication skills

Tools

CRM tools

Job description

Overview

Location: Remote (UK-based)

Hours: Full-time, Monday to Friday, 9am to 6pm

Salary: £27,000 per annum

About Us

Untamed is a premium cat food company dedicated to providing high-quality nutrition for cats.

We’re a fast-growing eCommerce business based in London with a passionate customer base and an uncompromising commitment to excellence - both in our products and our service.

About the Role

We’re looking for an experienced, people-first Team Lead to manage our Customer Care team. You’ll lead a team of remote agents handling customer queries across multiple channels, ensuring every interaction delivers the exceptional, compassionate service our customers expect.

You’ll also take ownership of escalations, personally handling complex cases with professionalism and care, while maintaining a strong focus on coaching, team development, and operational excellence.

Key Responsibilities

• Lead the Customer Care Team
• Manage and coach the Customer Care team across all channels (phone, email, social media and live chat)
• Conduct regular QA, 1:1s, and performance reviews.
• Deliver tailored onboarding and ongoing training for new and existing agents.
• Build a team culture centred on customer satisfaction, empathy, and genuine care for our customers and their cats.
• Stay hands-on by occasionally handling customer queries directly to lead by example (particularly escalations)
• Personally manage complex or escalated queries, ensuring excellent outcomes.
• Ensure all interactions align with our brand and service values.

Performance & Reporting

• Track and own key metrics across channels: CSAT, resolution rates, response times, and volume trends.
• Analyse performance data to identify trends and areas for improvement.
• Share insights with leadership to inform broader CX strategy.

Operational Oversight

• Monitor workflows and resource allocation in real-time.
• Collaborate with other Team Leads to ensure cross-channel consistency and seamless customer experience.
• Maintain and improve processes, guidance, and internal documentation.

What We’re Looking For

• 3+ years in customer care, with 1+ years leading a team.
• Experience coaching, QA, and performance management.
• Comfortable leading remote teams and supporting hybrid team growth.
• Proficient in CRM tools and analytics.
• Strong written and verbal communication skills, with the ability to inspire and develop your team.
• Calm, professional approach to complex or escalated queries.

What We Offer

• 💻 MacBook/PC and any other tech you need
• 👩⚕️ Private Healthcare (with Dental & Optical Cover)
• 💸 Pension with employer contributions
• 📈 EMI-Approved Options Scheme
• 🏝️ 25 days of annual leave (prorated for part-time roles), plus bank holidays and your birthday off
• 📚 L&D budget to upskill you in areas you care about
• 🏃♀️ Monthly Wellness contribution towards your fitness and health
• 🧠 Free counselling & mental health care through Spill
• 💭 Professional and personal coaching through MoreHappi
• 🌟 Paid charity days to give back to causes that matter most
• 🐾 Peternity Leave to welcome a new pet to your home
• 🛩️ 28 working days sabbatical (prorated) after 4 years with Untamed
• 🐈 Huge discounts on all Untamed products