Support and Retention Specialist

Join Our Pack 

From a bold idea to revolutionising dog food, Years has grown into a fast-scaling business dedicated to helping dogs live longer, healthier lives.  

In just 3 years, we’ve built a great start up business, serving thousands of happy customers, all while striving to achieve our mission. 

Our goal? To give dog owners a better, fresher, and healthier way to feed their pets. We provide human cut, personalised meals designed to support each dog’s unique needs, delivered straight to their door - no preservatives, no compromises, just real nutrition. 

You can find our customers across the UK, with future ambitions to scale internationally and continue transforming how people care for their dogs. 

Your Mission

As a Support and Retention Specialist, you’ll be an essential part of the experience our customers have with Years - ensuring every dog owner feels supported, heard and confident in the food they’re feeding their dog.

You’ll respond to customer queries across email, live chat, social channels and phone, helping troubleshoot issues, answer questions, amend orders and create memorable, positive interactions. You’ll work closely with teams across Operations, Nutrition and Product to help us understand what customers need and where we can continue to improve.

This is a hands-on, customer-first role where you’ll bring empathy, clarity and warmth to every conversation - helping us deliver the same care in customer experience that we put into our food.

Key Responsibilities

• Respond to customer enquiries across email, direct messaging, live chat, social channels and phone.
• Resolve issues and provide clear, friendly and proactive support.
• Use our eCommerce and helpdesk tools to accurately update customer accounts, orders and meal plans.
• Record and organise customer interactions to ensure accuracy and continuity.
• Identify customer pain points and share insights with internal teams to help improve our service and product experience.
• Support a high-quality, consistent customer experience that aligns with our brand and values.

• Strong written and verbal communication skills - clear, warm and human.
• Ability to listen, empathise and build rapport with a wide range of customers, even when resolving issues.
• Confidence in working across digital communication platforms and systems (training provided).
• A collaborative mindset - supporting teammates and working towards shared goals.
• Willingness to work some evenings and weekends to support customer needs.
• Based in or able to commute to Nottingham (hybrid considered in exceptional cases).
• And most importantly - a love of dogs and a genuine passion for helping them live longer, healthier lives. 

What’s In It For You? Years Benefits

·       Extensive health care cover including full cancer coverage and a choice of hospitals or consultants (AXA top package)

·       Annual £250.00 Learning & Development budget for courses, books or other self-learn activities

·       Annual £100.00 Wellbeing budget

·       Up to 2 weeks working abroad per year (selected roles)

·       Monthly recognition through our Yappa of The Month programme

·       1 Volunteer day per year – dog themed or not: it’s your choice!

·       Subsidised employee groups – from five a side to padel there’s loads to get involved in or the chance to start up your own group

·       Quarterly subsidised team events from Axe throwing, crazy golf to cocktail making

·       Exclusive discounts on Years and Years treats for yourself and friends/family

·       Lunch & Learn programme – from dog first aid to financial savviness we’ve got sessions planned to cover all kinds of topics

·       Casual dress

·       Your birthday off or different day if it falls on a non-working day

·       Ability to sell any unused holiday back to Years at the end of the Holiday Year (maximum 1 working week)