Customer Service & Community Manager - HowPets

Pinnacle Pet UK; Royal Borough of Greenwich; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid work

Salary £29,000 with benefits

Job summary

HowPets is seeking a proactive Customer Service & Community Manager to protect our online pet-care communities and help animals find responsible homes across the UK.

You’ll moderate listings and messages, support members across email, live chat and social channels, and collaborate on safety guidelines, FAQs and product feedback while working in a hybrid home/office setup.

Qualifications

• Experience in customer service across multiple channels (email, live chat, phone, social).
• Background in content moderation or trust and safety for online marketplaces or communities.
• Excellent written communication with empathetic and clear tone.
• Calm under pressure with strong judgement and attention to detail.

Responsibilities

• Moderate listings, messages and member profiles to enforce guidelines.
• Uphold animal welfare standards and responsible rehoming practices.
• Screen for scams and unsafe content, escalating safeguarding concerns.
• Provide multichannel customer support and manage safety queries.
• Publish insights to improve guidelines, FAQs and product feedback.
• Lead on moderation analytics and KPI reporting.

Skills

Customer service

Content moderation

Community management

Trust and safety

Communication skills

Remote work

Tools

Moderation tools

Ticketing systems

Job description

Customer Service & Community Manager - HowPets

Do you love online communities and have a talent for keeping people safe, happy and supported? Are you looking for a role where your voice matters, your ideas are heard, and your work truly makes a difference?

HowPets brings pet care together in one place—from expert guides written and checked by vets, trainers and behaviourists, to microchip registration, trusted pet sitters, adoption and an online marketplace. As our family of platforms and online communities grows, we’re looking for a proactive, eagle-eyed Customer Service & Community Manager to help keep them safe, friendly and trustworthy for everyone. If you’re ready to protect our community, support our members, and help animals find responsible new homes, this could be the perfect role for you.

Reward & Benefits: £29,000 pa salary with excellent benefits

Location:(UK-based)Hybrid, majority of time will be remote at home but some visits to our London office will be required

Full Time: 40 hours per week, Monday – Friday 9am – 5pm, some weekend cover on a rota basis

What you’ll get up to as our Customer Service & Community Manager

• Acting as community manager for our online marketplace—moderating listings, messages and member profiles to make sure they meet our guidelines and terms, and taking action on anything that doesn’t
• Upholding our marketplace’s animal listing guidelines and pet welfare standards, making sure pets are advertised and rehomed responsibly
• Keeping members safe by spotting and acting on scams, fraud, prohibited items and suspicious behaviour, and escalating safeguarding concerns where needed
• Providing customer service to marketplace members via email, live chat, phone and social media—helping with accounts, listings, memberships, payments and safety queries
• Reviewing reports from members, responding fairly and consistently, and taking appropriate action on accounts
• Building and engaging our marketplace community on social channels, and helping shape our safety advice, help guides and FAQs
• Using smart tools and systems, including moderation queues and ticketing, to stay organised and work efficiently
• Spotting recurring issues and emerging trends, flagging member feedback, and suggesting improvements to guidelines, processes and the product
• Leading on support and moderation analytics, ticket categorisation, and sharing key KPIs
• Acting as the voice of the community, sharing insights that shape the product and member journey

If this sounds like the new challenge you are looking, we would love to hear from you!

What we look for in you

• Previous customer service experience, ideally across several channels (email, live chat, phone and social media)
• Experience in content moderation, community management or trust and safety—ideally on a marketplace or online community
• Excellent written communication skills—empathetic, clear, and friendly, with the ability to adapt your tone
• Sound judgement and a sharp eye for detail—confident making fair, consistent decisions and spotting when something doesn’t look right
• Calm under pressure—especially when dealing with difficult or emotional situations
• A genuine interest in animal welfare and responsible pet ownership
• Curious, solution-focused, and tech-savvy
• A self-starter who’s comfortable working remotely and independently
• A true team player, happy to get involved beyond your core role when needed

Not Your Average Customer Service Role

We’re not a faceless call centre. This is your chance to be at the heart of a growing pet care brand—keeping our community safe, helping animals find responsible homes, and making life with pets easier for owners across the UK. You’ll be supported, trusted, and empowered to make a difference every single day.

Up to £29,000 pa salary with excellent benefits

Hours

40 hours per week, Monday – Friday 9am – 5pm, some weekend cover on a rota basis

Pinnacle Pet UK Limited is registered in England and Wales with registered number 13626694. Registered office: Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX. Company VAT number: 435646971