Customer Care Team Lead (Phone Channel)

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

Job summary

Join a fast-growing cat food company, Untamed, as a Customer Care Team Lead, managing a dedicated phone support team. Drive exceptional customer experience through coaching, monitoring key performance metrics, and ensuring every interaction reflects our commitment to pet owners and their cats. Benefit from a competitive salary and a comprehensive range of employee perks to support your wellbeing.

Benefits

Private Healthcare (with Dental & Optical Cover)

Pension with employer contributions

L&D budget to upskill

Monthly Wellness contribution

Free Counselling & Mental Health Care

Unlimited professional coaching

Paid charity days

Peternity Leave

28 working days sabbatical

Huge discounts on Untamed products

Qualifications

• 3+ years in customer care with 1+ year leading a phone support team.
• Proven coaching and QA experience.
• Comfortable leading remote teams.

Responsibilities

• Manage a team of remote agents dedicated to phone support.
• Ensure customer calls deliver exceptional service.
• Monitor key phone metrics and improve performance.

Skills

Coaching

Communication

Performance Management

Customer Service

Leadership

Tools

CRM Tools

Phone Analytics Tools

Job description

Location: Remote (UK-based)
Hours: Full-time, Monday to Friday, 9am to 6pm
Salary: £27k

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. As we continue to grow, we’re looking for a driven and passionate Customer Care Team Lead to elevate our phone support function.

About the Role

We’re looking for an experienced, people-first Team Lead to manage our Phone Support function within our Customer Care department. You’ll manage a team of remote agents dedicated specifically to phone support. Your mission is to ensure that every customer call delivers the kind of service that sets us apart; compassionate, friendly, and deeply customer-cat focused.

Lead the Phone Support Team

•Manage and coach our phone support team.

•Conduct regular QA of calls and 1:1s.

•Deliver tailored onboarding and ongoing training for phone agents.

•Build a culture centred on customer satisfaction and genuine compassion and interest in our customers and their cats.

•Take customer calls regularly to stay hands-on, lead by example, and stay deeply connected to the customer experience.

•Personally handle complex or escalated calls with professionalism and care.

•Ensure all phone interactions align with our brand and service values.

Performance & Reporting

•Own and track key phone metrics: call volume, handling time, CSAT, resolution rate, etc.

•Use performance data to identify areas for improvement.

•Share insights with leadership to inform broader CX strategy.

Operational Oversight

•Monitor real-time queues and adjust workflows as needed.

•Collaborate with other Team Leads (e.g. Email Support) to ensure cross-channel consistency.

•Maintain and improve phone processes, guidance, and documentation.

What We’re Looking For

•3+ years in customer care, with 1+ years leading a phone support team.

•Proven coaching and QA experience, with strong performance management skills.

•Comfortable leading remote teams and supporting hybrid team growth.

•Proficient in CRM and phone analytics tools.

•Excellent verbal communication and coaching abilities.

What We Offer

We are offering an annual salary of £27,000 as well as access to our benefits.At Untamed, our commitment to health and happiness doesn’t end with cats: we actively invest in the growth and development of the brilliant people who are helping to build our cat food revolution.

MacBook/PC and any other tech you need to get going

️ Private Healthcare (with Dental & Optical Cover)

Pension with employer contributions

EMI-Approved Options Scheme

️ 25 days of annual leave (prorated for part-time roles), in addition to 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

Unlimited professional and personal coaching through MoreHappi

Paid charity days to give back to causes that matter most to you

Peternity Leave to welcome a new pet to your home

️ 28 working days sabbatical (prorated for part-time roles) after 4 years with Untamed. Here another 4? Take it again!

Huge discounts on all Untamed products for your furry friends