Customer Care Team Lead at Untamed (Remote)

Customer Care Team Lead at Untamed (Remote) Overview

Untamed, a fast-growing premium cat food company based in London, is hiring a Customer Care Team Lead to manage its remote support team across the UK. This full-time, remote role offers a competitive salary of £27,000 per year and the opportunity to lead a compassionate, customer-focused team in a mission-driven eCommerce business.

If you're an experienced customer care professional with a passion for leadership, operational excellence, and building meaningful customer relationships, this is your chance to join a company that's redefining pet nutrition and service standards.

Key Information

• Job Title: Customer Care Team Lead
• Company: Untamed B Corp
• Location: Remote (UK-based)
• Work Type: Full-Time
• Hours: Monday to Friday, 9am to 6pm
• Salary: £27,000 per annum
• Contract Type: Permanent
• Application Deadline: Rolling (early application encouraged)

About the Company

Untamed is a premium cat food brand committed to delivering high-quality nutrition and exceptional service to cat lovers across the UK. As a certified B Corp , Untamed balances profit with purpose, focusing on sustainability, customer satisfaction, and ethical business practices.

With a loyal customer base and a rapidly expanding eCommerce presence, Untamed is building a team of passionate professionals who care deeply about pets, people, and performance.

Job Description

The Customer Care Team Lead will oversee a team of remote agents handling customer queries across phone, email, social media, and live chat. You'll be responsible for coaching, performance management, and ensuring every customer interaction reflects Untamed's values of empathy, excellence, and genuine care.

This role requires a hands on leader who can manage escalations, analyze performance data, and collaborate across departments to improve customer experience. You'll play a key role in shaping the future of customer care at Untamed.

Key Responsibilities Leadership and Coaching

• Manage and coach the Customer Care team across all support channels
• Conduct regular QA reviews, 1:1s, and performance evaluations
• Deliver onboarding and ongoing training for new and existing agents
• Foster a team culture focused on empathy, customer satisfaction, and brand alignment
• Personally handle complex or escalated customer queries when needed

Performance and Reporting

• Track key metrics: CSAT, resolution rates, response times, and volume trends
• Analyze data to identify performance gaps and improvement opportunities
• Share insights with leadership to inform customer experience strategy

Operational Oversight

• Monitor workflows and resource allocation in real-time
• Collaborate with other Team Leads to ensure consistency across channels
• Maintain and enhance internal processes, documentation, and guidance materials

Candidate Requirements

To succeed in this role, you should have:

• At least 3 years of experience in customer care, with 1+ years in a leadership role
• Proven experience in coaching, QA, and performance management
• Comfort managing remote teams and supporting hybrid growth
• Proficiency in CRM tools and analytics platforms
• Strong communication skills and the ability to inspire and develop others
• A calm, professional approach to handling escalated or complex queries

Benefits

• MacBook or PC and any tech you need
• Private healthcare with dental and optical cover
• Pension with employer contributions
• EMI-approved options scheme
• 25 days annual leave plus bank holidays and your birthday off
• Learning and development budget
• Monthly wellness contribution
• Free mental health support through Spill
• Coaching through MoreHappi
• Paid charity days
• Peternity leave for welcoming a new pet
• 28 working days sabbatical after 4 years
• Discounts on all Untamed products

How to Apply

Click here to submit your application through Untamed's Teamtailor page

Be sure to include your CV and a brief cover letter that highlights your leadership experience and passion for customer care. Applications are reviewed on a rolling basis, so early submission is recommended.