Job Description

📣 A bit about the role: We’re looking for someone who is curious, detail-obsessed, and excited by the idea of building tools and processes that make life easier for both our team and our customers. You’ll play a key role behind the scenes, shaping the systems, workflows, and content that power our customer support, from improving automation and refining the output of our AI tools, to building out our Help Centre and digging into data to uncover new opportunities. Everything you do will have a big impact on our customer experience. This is a chance to get stuck into a varied role, where no two days look quite the same, and help us level up the way we work.

Some of your day-to-day activities will include:

• Take ownership of continuously improving Fin’s performance, ensuring responses are accurate, engaging, and feel human. Responsibilities include prompt optimisation, workflow refinement, and quality control of customer-facing interactions in line with our brand voice and values.
• Managing all aspects of our Help Centre to ensure our customers have access to clear, up-to-date information about everything to do with Butternut and Marro.
• Producing regular reports to track performance metrics of our tools, identify trends, and uncover areas for improvement. Delivering insights to inform strategic decisions and enhance the overall customer experience.
• Representing Customer Love as a key voice within Product Engineering discussions. You will proactively influence and champion the work needed to build a seamless integration between Intercom and our CRM system, as well as ensuring all our tools are being fully leveraged to deliver the best possible experience for our customers and the team.
• Taking ownership of customer satisfaction (CSAT) across both our AI tool and Customer Love team, consistently monitoring performance and uncovering opportunities to improve the quality and impact of every customer interaction.
• Carrying out regular quality assurance (QA) reviews to uphold consistency, accuracy, and warmth in customer interactions. You'll share feedback reports with line managers to help team members to develop and grow.
• Acting as the main point of contact with Intercom, troubleshooting issues, attending meetings with our Intercom Account Manager, and exploring new features.

👋A bit about you:

Skills

• Previous experience with Intercom, Zendesk, Dixa, or similar platforms, including their AI features, is an asset.
• Highly desirable: demonstrated AI literacy, with a clear understanding of AI fundamentals and prior practical use of AI-powered tools.
• You love numbers, graphs, charts, and dashboards. You can confidently build complex formulas, create forecasts, and quickly analyse historical data.
• Motivated by improving systems, simplifying workflows, and creating processes that just work. You take pride in making things more efficient and effective.
• You’re confident using tools like Notion and Google Sheets (and maybe even Looker), and you’re always keen to learn more if it helps you work smarter.
• You have a curious mind and ask “why” a lot. You don’t just fix problems, you want to understand the root cause and prevent them from happening again.
• You spot patterns and inconsistencies before anyone else, your attention to detail is top-tier.
• You find genuine satisfaction in refining a messy process into something smooth, repeatable, and scalable.

Behaviours

• You want to make the world a better place. You love seeing customer feedback turned into improvements across the business, and enjoy providing insight to those around you.
• You care deeply about the experience of both our customers and our team. You’re always looking for ways to make things smoother, kinder, and more efficient for the people around you.
• You believe that honest, thoughtful feedback (both giving and receiving it) helps us all grow. You speak up when something isn’t working, and you do it with care.
• You love solving problems and finding a better way. Whether you're building a new workflow or unblocking a data issue, you're motivated by progress - even when things get tricky.
• You hold yourself to high standards and take pride in following through. If something’s on your plate, it gets done, or communicated clearly if it can’t be.
• You want to make Butternut and Marro the best place we’ve ever worked. You know that well-designed tools, clear data, and smart processes can transform a team’s day-to-day, and you’re excited to lead that charge.

Our interview process:

• Application review
• Initial call (30 minutes): Introductory chat with our Recruiter.
• Take home task: This will be sent to you via email and will be used to understand more about your technical skills.
• Skills interview (60 minutes) - In person interviews in our office in White City where we will talk through your task.
• Bahaviours interview (45 minutes) where we will want to understand how your values align with our business values.

A bit about what we offer:

• Equity option package
• 25 days holiday (plus 8 bank holidays), 5 paws days and an additional day every year of service
• £500 personal learning & development budget
• Butternut Box / Marro employee discount
• Subsidised Private Medical Insurance with Vitality
• Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
• Cycle to work scheme
• Flexible working with hybrid remote working
• Team socials, plus company-wide summer and winter parties

❗️ A few things to note:

• There is no specific timeframe this role will be live for, but we normally experience a high volume of applications. So, if you are interested, we suggest applying as soon as possible.
• We aim to respond to all applicants personally and provide valuable feedback.
• We're not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.

#LI-Hybrid