Welcome Team Associate

For uncompromising cat parents who want the best, KatKin is revolutionising cat health by transforming the lives of cats through superior nutrition. We’re Europe’s first fresh-cooked cat food, made with 100% human-grade meat, gently cooked and frozen to lock in freshness. As a disruptor in the $185bn pet food market, KatKin was founded to challenge the low standards set by the traditional cat food industry, which is worth $50bn globally and is this fastest growing segment in the pet care market. The concept for fresh food is well established in the US, particularly in Dog, with the Farmers’ Dog surpassing >$1B in sales proving the scale of the opportunity. 

KatKin is vertically integrated across R&D, manufacturing, sales, and marketing. To date, we've delivered around 62 million fresh meals to over 270,000 happy, healthy cats across the UK. Our team of over 150 spans several locations, including London, USA, and our state-of-the-art manufacturing facility in Haverhill, Suffolk. We also have customer service teams in both London and South Africa.

KatKin operates a direct-to-consumer (D2C) model supported by a first-class, dedicated customer service team. In addition to our eCommerce channel, our Fresh food and Pantry products are also sold through a growing number of select third-party platforms, including Ocado, Amazon, and Pets at Home.

Where the competition cuts corners, catfishes customers, and puts profits over health, KatKin puts cat well-being first. No shortcuts. No secret recipes. We’re cutting the fluff, thinking fresh, and channelling hardcore love into industry-wide change. So cats live long and cat parents can love hard without compromise.

If you want to join an ambitious, mission-driven, high-growth startup that’s making a genuine difference to cats’ (and their people’s) lives, you’ll love working at KatKin. You’ll be surrounded by knowledgeable scientists, big creative thinkers, astute business minds, and a whole team of hardcore cat parents. We’re a small, entrepreneurial, creative team, focused on the mission to give all cats the food they deserve - 100% fresh human-grade meat.

As a Welcome Team Associate, you’ll be the first real-life contact that KatKin customers have with our brand. Your mission is to make every cat parent feel welcome, informed, empowered and excited about their cat’s Fresh meals. You will be responsible for calling cat parents, providing tailored advice and solutions, capturing insights and actioning changes on their behalf. 

• Conduct welcome calls to new KatKin cat parents, guiding their seamless transition to Fresh and providing an exceptional welcome experience.

• Deeply understand KatKin’s products and leverage your expertise to educate and reassure customers - answering every question with empathy and clarity. You will be provided with indepth training. 

• Troubleshoot and resolve account issues (e.g. updating subscriptions, managing delivery concerns) and send personalised follow-ups for a flawless customer experience.

• Capture customer feedback, identifying and highlighting recurring themes to support translating insights into targeted initiatives that continually elevate every aspect of the customer experience.

• Hit and exceed individual KPIs, including spoken to rates, customer satisfaction (CSAT) scores, and trial conversion metrics.

• Continuously optimise the onboarding journey in partnership with the Welcome Team manager by refining call scripts, creating comprehensive FAQs, and launching new targeted calling campaigns.

• Exceptional communicator: Confident, clear and personable on the phone. Able to build rapport quickly. 

• Empathetic problem-solver: You listen actively, de-escalate concerns and take ownership of finding solutions.

• Target driven: You track your performance metrics, spot trends in feedback and adapt your approach for continuous improvement.

• Resilient, resourceful and adaptable: You thrive in a fast-paced environment, juggling multiple tasks while maintaining high standards.

• Team player: You value face-to-face collaboration (in-office or virtually), share learnings openly and build positive relationships across functions.

• Tech-savvy: You’re comfortable using tools like Dixa, Recharge, and Google Suite or you are excited to learn new systems.

• Alignment with our core principles: Think Big, Relentlessly High Standards, Never Give Up, No Egos, Urgency Matters, One Team.

• Previous sales experience not required but preferred, but not essential.

• Career-defining opportunity: Play a pivotal role in scaling our brand quickly.

• Competitive package:

  • Competitive salary

  • AXA Health Insurance, including optical and dental coverage

  • Annual personal development budget

  • Company-contributed pension

• Culture and perks:

  • A small, close-knit team with no egos

  • 33 days of holiday each year (inclusive of bank holidays) plus your birthday off

  • 4-week Work From Anywhere (WFA) policy

  • 12-week maternity/paternity leave policy

  • Up to 2 days WFH (Work From Home) every week

  • Discount on KatKin fresh meals

  • Cat (and dog) friendly office

Send your CV and brief responses to the following questions to [email protected]:

1. Can you tell us about your experience working in customer service or a similar role? What did you enjoy most about it?

2. How would you approach helping a customer who is unsure about which KatKin product is best for their cat?

3. Tell us about a time you built instant rapport with someone you’d just met. What specific words or techniques did you use?

4. Which DTC brand’s customer experience impressed you the most, and why?

5. (Optional) If you have a pet, how would your experience as a pet parent influence your approach to customer experience at KatKin?