German-speaking Customer Experience Specialist (Remote)

Tailsco Ltd; Greater London; Remote; GBP 60,000 - 80,000; Full time

Job description

Changing the world of pet food for good
We’re Tails.com, a dog food subscription company with a big difference. We create truly tailored food for each and every dog we serve. We start by asking people a few simple questions about their dog. Then we use that information to create their dog’s unique Tails.com recipe – so their dog gets exactly the nutrition they need, in the taste they love, delivered to their door every month. It’s clever stuff.

We’ve got bold plans. Having created an entirely new category in pet food, we’re now scaling fast in the UK and Europe – backed by Purina, one of the world’s largest pet food companies. You’ll join a bunch of smart people working towards the same goals – and a bunch of smart-ish dogs, all working on their own thing.

Together, we’ll change the world of pet food for good.

Build our brand
We’re building an international brand, fast. We set ambitious goals. We challenge and support each other in equal measure. At the pace we’re moving, we prefer to test ideas and learn quickly rather than spend months building a business case. That means we celebrate when things go right, and we learn when things go wrong.

Our Customer Experience team
At Tails.com, we believe that happy dogs make happy owners. Our Customer Experience team understands the unique bond between people and their dogs. We're committed to going above and beyond to answer questions, resolve issues, and ensure every customer feels valued and heard.

Sound like a team you want to join? Here’s how you’ll make a difference:

The role
At Tails.com, we're obsessed with providing exceptional customer service. As a CX Specialist, you'll be at the heart of this, actively listening to our customers, solving their problems, and making key decisions that directly impact their experience.

Reporting to a Team Leader, you'll be a key player in our CX mission:providing service-led support that delivers genuine value to Tails.com and our customers.

You will be responsible for:

• Provide exceptional customer service by addressing inquiries, concerns, and requests in German (and English when needed).
• Respond to customer messages across multiple channels including email, WhatsApp, Messenger, and phone calls in a professional and timely manner.
• Resolve customer issues, providing solutions, troubleshooting guidance, and product information.
• Engage in cross-sell activities, identifying opportunities to introduce additional products that enhance the customer's experience.
• Meet target-driven goals for customer satisfaction, tickets solved, response times, and sales conversions, contributing to the overall success of the team and the company.
• Maintain clear communication with customers, ensuring a positive, helpful, and friendly experience.
• Log and track customer interactions using Zendesk.
• Continuously improve service quality by sharing insights, feedback, and ideas for process enhancements.

The skills you’ll bring:

• Native-level proficiency in German (written and spoken).
• Fluency in English (written and spoken) is essential.
• Target driven.
• Previous experience in a customer service or customer experience role is preferable but not mandatory.
• High attention to detail and organisational skills.
• A positive, customer-first attitude with a passion for helping others.

What's in it for you?

• Salary up to £27,500.
• Annual bonus, based on company performance.
• 33 days of holiday per year (includes bank holidays), increases over time to 35 days.
• We work a 9/10 day working week to enhance your well-being without a reduction in pay and leave allowance, for our CX team, this means on average you’ll have an additional 21 Fridays off per year.
• Optional 5 days unpaid leave and 1 paid volunteer day each year.
• When you need a change of scenery, you can work from abroad 2 weeks every 6 months.
• Health insurance for you, paid by Tails.com.
• Extended maternity, paternity, shared parental and adoption pay. 6 months at 70% pay.
• Flexible paid care leave to support immediate dependants, people close to you and pets.
• In house L&D team, with access to year round courses to help drive your development.
• 50% discount on all Tails.com.
• Discounted gym membership.
• Two culture days per year to come together as a Customer Experience team (travel + accommodation covered).

What’s next?
If this sounds like it matches your experience and what you’d love to do, we can’t wait to hear from you! If you’re unsure whether you fit our criteria exactly, please get in touch anyway. And because we believe that diverse teams perform better, we’d especially love to hear from you if you’re from an under-represented demographic.

Here’s a taster of how our recruitment process works:

1. We'll carefully review your CV and application.
2. If your application is successful, we'll invite you to the next stage, which involves:
   1. a written task in English and German (approx. 30 minutes).
   2. an interview with two of our Team Leaders, 15 mins in German and 45 mins in English. (approx. 1 hour).
3. The final stage is a meeting with our Operations Managers (approx. 30 minutes).

We'll be in touch with you as soon as possible after your interview. If you're successful, we'll discuss start dates, arrange your equipment, and begin your onboarding.

Our Commitment
We’re proud to be an active equal-opportunity employer. We want to give everyone a fair chance to join us in changing the world of pet food for good. We do this by conducting a structured recruitment process for all candidates, as well as actively promoting our roles to communities that are under-represented at Tails.com.

During your interview process you’ll meet some of our team with varying levels of responsibility and experience. We want to give every candidate a fair interview process and if you need any reasonable adjustments made, please let us know.