🐶 A bit about us
At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food. Cooked like you would at home. Delivered in perfect portions.
As a B-Corp certified company; you can be sure you are joining a sustainable company who care about our people, product and our impact on the environment.
Our goal is to help dogs live healthier, happier and longer lives whilst leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave) hand-delivered the first Butternut Box, we now feed a lot of dogs across the UK, Ireland, Belgium, The Netherlands and Poland - but we want to feed dogs everywhere. And to do this, we need a team of brilliant people who share that ambition to come and work with us.
📣 A bit about the role.
We are searching for an energetic, all-around great communicator and Customer Service team leader who cares passionately about the experience that our customers receive in The Netherlands and Belgium. We are known for our exceptional customer service and strive for a 4.9* rating on Google and Trustpilot reviews. We go the extra mile for every customer, and operate on our values to surprise and delight each person with a friendly, caring and fun approach. We are uniquely ‘Butternut’ in style, and we convey our Tone of Bark in every aspect of talking to and helping our customers.
Your daily work will be co-ordinating real-time management of the frontline operation, supervising and coaching the team, and working alongside the existing Customer Love Management teams across UK, Ireland, Germany and Poland on select projects, initiatives and improvements. You will have roughly 9 (part-time) Customer Love direct reports, drive the performance of quarterly goals and create a brilliant culture of motivated individuals in The Netherlands. This is a hybrid working role with 2 work from home days each week. Your days in the office will be based at our office in the heart of Amsterdam (Vijzelgracht). You will report to our Head of Customer Love who is based in London and will commute to London at least 8x a year.
🌿 In this role you can expect to:
- Deliver a world class customer experience across The Netherlands and Belgium.
- Onboard your Customer Love team members after their first month and support with recruitment.
- Hold regular 1:1s with your team members and stay close to how they are doing, including performance, progression and wellbeing.
- Build an inclusive culture of highly motivated individuals, celebrating our diversity.
- Leading the team from the front to achieve your quarterly goals, particularly in customer satisfaction, quality assurance and productivity.
- Analyse and report on our KPIs through written updates and during weekly Business Review meetings.
- Be the point of escalation for any customer conversations that require your assistance.
- Scheduling team member rotas and manage the day-to-day queues and channels.
- Deliver qualitative insights to our Customer Love strategy team and the wider BNLX leadership team using our Voice of the Customer program.
- Spot areas of improvement in processes and gaps in knowledge, and build those in line with the wider Customer Love ecosystem.
- Uphold the Butternut Box values across your team.
👋 A bit about you.
- Fluent Dutch and English language skills
- Preferably full-time availability (39 hrs), you’ll work regular office hours Monday-Friday
- Willingness to work from our Amsterdam office 3 days a week and commute to London on a regular basis (+/- 8x per year)
- You preferably have experience leading a team in customer service / hospitality / retail
- You’re passionate about providing the best customer service and feel energised by our mission
- You’re a strong communicator, and you do not shy away from having difficult conversations
- You’re able to read metrics and report on our key KPI’s during meetings and in written reports
- You love leading from the front, building a great team culture and supporting the team during challenging situations
- You excel at building strong relationships with the people in your team and your stakeholders in other markets
🙌 What We Offer:
- Gross annual (full-time) salary between 37.000-40.000 euros incl. holiday allowance
- 25 vacation days + public holidays + 1 day of anniversary leave each year to recharge and enjoy time off
- 5 extra 'paws' days, providing additional support for your personal growth and support in your overall well-being
- € 500 personal learning & development budget to fuel your professional growth
- Weekly free lunches in our Amsterdam office
- Equity options
- Pension contributions
- Full travel reimbursement through an NS Business Card (max 350 euros a month) or a km allowance
- Extensive parental leave
- The opportunity to work from home on Mondays and Fridays and during Remote-First periods (August and during the Christmas period)
- Lease a Bike offering
- Paid sabbaticals for employees with 5+ years of tenure
- Volunteering options at dog shelters during working time
- Discounts on Butternut Box for your own dog or those of family and friends
- Enjoy an office filled with lovely dogs and feel free to bring your own dog
- The opportunity to join a B Corp and make a real impact
📢 Our interview process:
- Application review
- Initial video call (30 minutes): Quick introductory chat with our People Lead
- Take home task: This will be sent to you via email and will be used to understand more about your technical skills
- Technical interview (60 minutes): Remote interview where you’ll be asked to run through your task and discuss practical examples from your experience with the Customer Love team in the UK
- Final interview (60 minutes): In-person in our office in Amsterdam, where you’ll get a chance to meet the Country Director Benelux and People Lead
❗️A few things to note:
- Butternut Box is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities and perspectives.
- As our business has grown so has our responsibility to our community, our planet and our business. We are not perfect, but we are committed to doing business the right way and continually improving our social and environmental performance.
- 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.
Join our pack at Butternut and let's make tails wag together! 🐾 Do you have any practical questions that you’d like answered before submitting your application? Feel free to e-mail our People Lead (nikkisuijkerbuijk@butternutbox.com).
Key words: Klantenservice teamleider, klantenservice manager, customer service team lead, customer service manager, customer success manager, customer love team lead
#LI-Hybrid
