This position is only open to UK Residents. This is a remote position, but you’re welcome to work from our London office when you wish.

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 – 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.

Sound like a team you want to join?

The role

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.

Reporting to our Health and Quality Manager, you’ll be responsible for delivering high-quality customer support with a specific focus on nutrition and maintaining the wellbeing of our customers' dogs via our products and service as well as contributing to the pool of expertise when it comes to dog’s health.

Here’s how you’ll contribute:

• Deliver direct expert customer support across approved channels, resolving enquiries with a strong focus on pet health, nutrition, and customer satisfaction.

• Translate specialist knowledge into clear, actionable advice that customers can trust and provide support to our wider team. .

• Use strong knowledge of products, systems, and data to educate customers and provide personalised recommendations.

• Contribute to initiatives that use specialist expertise to enhance customer value and strengthen brand credibility.

• Share feedback and insights to help improve processes, services, and the overall customer experience.

Here’s what we’re looking for:

• Registered Veterinary Nurse or equivalent veterinary science background.

• Fluent in English with strong, solution-focused communication and attention to detail.

• Organised and results-driven, able to work at pace to consistently achieve targets.

• Adaptable with a growth mindset, accountability, and openness to constructive feedback.

• Reliable, approachable team player who can work independently and collaboratively.

• Passionate about dogs and their owners, committed to providing the right support at the right time.

What's in it for you?

• £30,500 base salary, reviewed annually

• Annual bonus, based on company performance

• Flexible core hours, giving you true work life balance

• Hybrid role to ensure this role works for you

• 25 days of holiday (+8 bank holidays) which increases over time to a max of 27 days

• 9/10 day working week to enhance your wellbeing without a reduction in pay and leave allowance

• 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
  

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.

The recruitment process will be made up of a written task and a round of interviews with our Health & Nutrition Manager and Operations manager.

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.

Department

Marketing & Customer

Locations

Richmond, East Midlands Gateway, Heathrow Factory

Remote status

Fully Remote