Customer Experience Manager

Help us build one of the UK's most loved dog brands

Battersea, London · Full-time · Hybrid (3 days a week in our very dog-friendly office) · 9am to 6pm · £35,000–£40,000

Woof! Welcome to Marleybones

Marleybones makes fresh dog food easy. We take the hassle out of frozen food by serving up gently cooked, nutritious meals made from real, high-quality ingredients. No freezer, no defrosting, no faff.

Our story started with one dog: Marley. Our co-founder Josephine couldn't find a food that was both genuinely fresh and genuinely easy. So she and fellow co-founder Mikala built one.

Today we're stocked in Waitrose, Ocado and Pets at Home, and 98% of our customers tell us they're happy they switched. We want every one of them to feel looked after.

We're a small, ambitious team that moves fast and backs each other, in a dog-friendly office in Battersea.

We're now looking for a Customer Experience Manager to run our customer service with smart systems and AI, and turn what our customers tell us into insight the whole business uses.

The role

Our customers tell us a lot: what their dog loves, what went wrong with a delivery, why they paused. This role makes sure every one of them gets a brilliant answer, and that what they tell us reaches the people who can act on it.

You'll lead our two customer service agents, who work remotely on UK hours, and own our support set-up in Gorgias, including our AI agent. Most of your time goes on building and improving the systems behind great service: getting the most from our AI and tools, monitoring how we're doing, and collecting what customers tell us so every team can use it.

You'll report to our Co-Founder Mikala and work closely with Operations, Email, Brand, Growth and our Lifecycle & Retention lead.

What you'll be doing (in rough order of where your week goes)

• Lead customer service day to day: coaching our two agents, checking quality, owning the KPIs and handling the trickier cases yourself, and training new agents as we grow
• Make our AI agent smarter: improve its guidance and actions so more customers get answers instantly, and spot what it can't handle yet
• Own Gorgias: macros, tags, rules and automations, set up so the data behind them can be trusted
• Build the monitoring: dashboards for service quality, AI and team performance
• Spot problems early: when tickets start clustering around an issue, flag it to the right team the same week
• Protect our reputation: keep customer happiness high, grow our Trustpilot reviews and look after every review we get
• Measure what customers think: CSAT, NPS and surveys, plus a monthly customer read that shapes product, marketing and UX decisions
• Run product trials and a customer panel from our Facebook community, testing new products before they launch
• Plan for our busiest weeks: Black Friday, Christmas and product launches, ready well ahead of time

Are you our next top dog? (What you'll bring)

Must haves:

• 1–3 years in customer experience, support operations or CX systems, ideally at a DTC or subscription brand
• You've built something: an automation, helpdesk rules or an AI support agent
• Some experience leading or training others, even informally
• Strong with data: you like spotting patterns and turning them into something people act on
• You use AI tools daily, to build things, not just to write
• Great written communication: warm, clear and calm, even with a frustrated customer
• Experience with a helpdesk tool (Gorgias, Zendesk, Intercom or similar)

Nice to haves:

• Gorgias, Skio or Recharge experience
• Make or Zapier
• Managing people remotely
• A dog of your own (not required, but it helps)

Life at Marleybones

• A genuinely dog-friendly office, so bring yours in
• A small, close-knit team where your work is visible and your ideas get heard
• A product we're proud of, and customers who genuinely love their dogs
• Room to build things properly, with modern tools and AI at the heart of how we work

How to apply

If you'd love to make sure every Marleybones customer feels looked after, we'd love to hear from you.

Apply through our short application form (15–20 minutes): https://form.typeform.com/to/Iaxkhklf. You'll upload your CV and tell us about something you've built and how you'd handle a few real situations.

What to expect: the application form, a 30-minute video call, a short practical task (about a week to complete), then a 60-minute final interview at our Battersea office. We move fast and we'll keep you posted at every stage.