Customer Care Team Lead (Phone Channel)

Location: Remote (UK-based)
Hours: Full-time, Monday to Friday, 9am to 6pm
Salary: £27k

About Us

Untamed is a premium cat food company dedicated to providing high-quality nutrition for cats. We’re a fast-growing eCommerce business based in London with a passionate customer base and an uncompromising commitment to excellence — both in our products and our service. As we continue to grow, we’re looking for a driven and passionate Customer Care Team Lead to elevate our phone support function.

About the Role

We’re looking for an experienced, people-first Team Lead to manage our Phone Support function within our Customer Care department. You’ll manage a team of remote agents dedicated specifically to phone support. Your mission is to ensure that every customer call delivers the kind of service that sets us apart; compassionate, friendly, and deeply customer-cat focused.

Lead the Phone Support Team

• Manage and coach our phone support team.

• Conduct regular QA of calls and 1:1s.

• Deliver tailored onboarding and ongoing training for phone agents.

• Build a culture centred on customer satisfaction and genuine compassion and interest in our customers and their cats.

• Take customer calls regularly to stay hands-on, lead by example, and stay deeply connected to the customer experience.

• Personally handle complex or escalated calls with professionalism and care.

• Ensure all phone interactions align with our brand and service values.

Performance & Reporting

• Own and track key phone metrics: call volume, handling time, CSAT, resolution rate, etc.

• Use performance data to identify areas for improvement.

• Share insights with leadership to inform broader CX strategy.

Operational Oversight

• Monitor real-time queues and adjust workflows as needed.

• Collaborate with other Team Leads (e.g. Email Support) to ensure cross-channel consistency.

• Maintain and improve phone processes, guidance, and documentation.

What We’re Looking For

• 3+ years in customer care, with 1+ years leading a phone support team.

• Proven coaching and QA experience, with strong performance management skills.

• Comfortable leading remote teams and supporting hybrid team growth.

• Proficient in CRM and phone analytics tools.

• Excellent verbal communication and coaching abilities.

What We Offer

We are offering an annual salary of £27,000 as well as access to our benefits. At Untamed, our commitment to health and happiness doesn’t end with cats: we actively invest in the growth and development of the brilliant people who are helping to build our cat food revolution.

💻 MacBook/PC and any other tech you need to get going

👩‍⚕️ Private Healthcare (with Dental & Optical Cover)

💸 Pension with employer contributions

📈 EMI-Approved Options Scheme

🏝️ 25 days of annual leave (prorated for part-time roles), in addition to bank holidays and your birthday off.

📚 L&D budget to upskill you in areas you care about

🏃‍♀️ Monthly Wellness contribution towards your fitness and health

🧠 Free Counselling & Mental Health Care through Spill

💭 Unlimited professional and personal coaching through MoreHappi

🌟 Paid charity days to give back to causes that matter most to you

🐾 Peternity Leave to welcome a new pet to your home

🛩️ 28 working days sabbatical (prorated for part-time roles) after 4 years with Untamed. Here another 4? Take it again!

🐈 Huge discounts on all Untamed products for your furry friends