About the job
Join Our Team as a Customer Love Tooling Specialist!
At Butternutbox, we are on a mission to redefine customer care by building innovative tools and processes that streamline operations for our team and elevate the experience for our customers. We’re seeking a detail-oriented and curious individual who is eager to contribute significantly behind the scenes. In this pivotal role, you will shape the systems, workflows, and content that drive our customer support initiatives—from refining the automation of our AI tools to enhancing our Help Centre and analyzing data for new opportunities. Your contributions will directly impact our customers’ experiences, making this a varied and dynamic role.
Your Daily Responsibilities Will Include:
- Owning the continuous improvement of Fin’s performance to ensure responses are accurate, engaging, and maintain a human touch. This includes optimizing prompts, refining workflows, and ensuring quality control of customer interactions in line with our brand voice and values.
- Overseeing all aspects of our Help Centre to guarantee that customers have access to clear and up-to-date information regarding all things Butternut and Marro.
- Generating regular reports to monitor performance metrics of our tools, identify trends, and discover areas for enhancement, thus delivering insights that inform strategic decisions and improve the overall customer experience.
- Serving as a key voice for Customer Love within Product Engineering discussions, actively influencing and advocating for necessary enhancements that create a seamless integration between Intercom and our CRM system, while ensuring optimal use of all our tools for the best possible outcomes for customers and the team.
- Taking ownership of customer satisfaction (CSAT) across our AI tool and the Customer Love team, consistently monitoring performance and pinpointing opportunities to enhance the quality and impact of every customer interaction.
- Conducting regular quality assurance (QA) reviews to maintain consistency, accuracy, and warmth in customer interactions, while providing feedback to line managers to support team member development.
- Acting as the primary contact with Intercom, troubleshooting issues, attending meetings with our Intercom Account Manager, and exploring new features.

