Customer Love Tooling Manager

📣 A bit about the role:

We’re looking for someone who genuinely enjoys working with data, spotting patterns, and making things run more smoothly. You are curious, detail-obsessed, and love figuring out how things work. You’ll play a key role behind the scenes, improving the systems, workflows, and content that power our customer support.

This role is ideal for someone who naturally gravitates towards numbers and problem-solving (you were probably the kind of person who had maths as their favourite subject at school). You love digging into spreadsheets, analysing trends, and turning messy information into clear, useful insights. You’ll spend time building reports, refining processes, and making sure our tools and content are accurate, consistent, and effective.

You’ll also support the ongoing development of our automation and support tools, using real customer data to identify improvements and ensure everything is working as intended. Everything you do will have a big impact on our customer experience.

Some of your day-to-day activities will include:

• Producing regular reports to track performance metrics of our tools, identify trends, and uncover areas for improvement. Delivering insights to inform strategic decisions and enhance the overall customer experience.
• Analysing customer interaction data to uncover patterns, root causes of issues, and areas where we can improve processes or reduce contact volume.
• Owning and improving the performance of our support tools by reviewing outputs, identifying errors or inconsistencies, and refining workflows to improve accuracy and quality.
• Managing all aspects of our Help Centre to ensure our customers have access to clear, up-to-date information about everything to do with Butternut and Marro.
• Working closely with Product and Engineering teams to ensure our systems and tools are set up effectively and being used to their full potential to deliver the best possible experience for our customers and the team.
• Taking ownership of customer satisfaction (CSAT) consistently monitoring performance and uncovering opportunities to improve the quality and impact of every customer interaction.
• Acting as the main point of contact with Intercom, troubleshooting issues, attending meetings with our Intercom Account Manager, and exploring new features.
  
  

👋 A bit about you

The ideal Customer Love Tooling Manager is a data-fluent problem solver who views every messy process as an opportunity for elegant automation.

Technical Skills & Experience

• Data Literacy: A natural affinity for numbers, charts, and dashboards. You can construct complex formulas, build accurate forecasts, and analyse historical data to extract actionable insights.
• Platform Expertise: Previous experience with Intercom, Zendesk, Dixa, or similar CX stacks (including their native AI features) is a significant asset.
• AI Fluency: Highly desirable is a demonstrated understanding of AI fundamentals and a track record of applying AI-powered tools to real-world workflows.
• The Toolkit: Proficiency in Google Sheets, Notion, and ideally Looker, paired with an appetite for mastering any tool that helps the team work smarter.

Mindset & Approach

• Systems Thinker: Motivated by the challenge of simplifying workflows and creating "set and forget" processes that just work.
• Root-Cause Resolution: A curious mind that naturally asks “why”. You don’t just patch a leak; you look for the root cause to prevent it from happening again.
• Unrivalled Attention to Detail: An innate ability to spot patterns and inconsistencies before they impact the team, ensuring high-quality outputs every time.
• Scalability Champion: You find genuine satisfaction in refining a messy process into something smooth, repeatable, and scalable.

Behaviours

• Insight-Driven: You thrive on turning raw quantitative data into tangible business improvements and enjoy providing insights to those around you.
• People-First Optimisation: You care deeply about the experience of our customers and our team. You’re always looking for ways to make things smoother and more efficient for the people around you.
• Radical Candour: A believer in the power of honest, thoughtful feedback. You aren’t afraid to speak up when something isn’t working, and you do it with care.
• Resilient Problem Solving: Progress is your primary motivator. Whether building a new workflow or unblocking a data issue, you stay focused on finding a better way, even when things get tricky.
• Reliability & Ownership: You hold yourself to high standards and take pride in following through. If something is on your plate, it gets done or is communicated clearly if it can’t be.
• Cultural Ambition: You want to make Butternut and Marro the best place we’ve ever worked. You know that well-designed tools, clear data, and smart processes can transform a team’s day-to-day, and you’re excited to lead that charge.

Our interview process:

• Application review
• Initial call (30 minutes): Introductory chat with our Recruiter.
• Take home task: This will be sent to you via email and will be used to understand more about your technical skills.
• A brief 10–15 minute follow-up with the Hiring Manager to discuss your submitted task.
• Skills interview (60 minutes) - In person interview in our office in White City to discuss your experience managing customer service workflows and AI-driven support tools.
• Behaviours interview (45 minutes) where we will want to understand how your values align with our business values.

A bit about what we offer:

• Equity option package
• 25 days holiday (plus 8 bank holidays), 5 paws days and an additional day every year of service
• £500 personal learning & development budget
• Butternut Box / Marro employee discount
• Subsidised Private Medical Insurance with Vitality
• Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
• Cycle to work scheme
• Flexible working with hybrid remote working
• Team socials, plus company-wide summer and winter parties

❗️ A few things to note:

• There is no specific timeframe this role will be live for, but we normally experience a high volume of applications. So, if you are interested, we suggest applying as soon as possible.
• We aim to respond to all applicants personally and provide valuable feedback.
• We're not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.