Customer Success Executive (Phone-Based)

About NutriPaw

NutriPaw is the UK’s leading pet supplement brand, trusted by over 1.2 million pet parents. We create high-quality, natural products designed to support the long-term health and happiness of dogs. Everything we do is rooted in care, transparency, and a genuine passion for improving the lives of pets and their owners.

Role Overview

As a Customer Success Executive at NutriPaw, you will be the friendly voice of our brand. This is a phone-based role where you’ll spend the majority of your time speaking directly with customers, understanding their needs, educating them on our products, and ensuring every interaction delivers an outstanding experience.

This role is ideal for someone who genuinely enjoys helping people, feels confident on the phone, and cares deeply about dogs and their wellbeing.

Role Responsibilities

• Make inbound and outbound calls to existing and new customers, educating them on the benefits of NutriPaw products and building a clear understanding of their needs
• Maintain daily, direct contact with customers via phone
• Take ownership of customer issues and escalations, ensuring fast and effective resolution
• Manage customer subscriptions using our subscription management system (Loop)
• Follow up with customers when required to ensure a smooth and positive customer journey
• Proactively identify trends in customer feedback to help improve our processes, products, and technology
• Ensure all customer conversations are on-brand and aligned with NutriPaw’s values
• Meet individual and team goals and performance targets
• Be consistently accessible and confident on the phone, with a genuine passion for helping customers

Key Requirements

• 1+ year of experience in a customer service or customer-facing role
• Confident and comfortable handling phone-based conversations
• Exceptional communication, interpersonal, and customer-handling skills
• Highly organised with strong attention to detail
• Comfortable using CRM systems to manage calls, emails, and live chat
• Self-motivated and able to thrive in a start-up environment
• Naturally curious, with a mindset focused on continuous improvement
• Strong problem-solving skills and the ability to manage a variety of task
• A genuine passion for dogs and helping their owners

Benefits

• Competitive salary
• 28 days holiday per annum
• Flexible working hours and location
• NutriPaw employee discount