Customer Support Specialist - Paleo Ridge
About Paleo Ridge
Paleo Ridge is an award-winning raw dog food manufacturer based in Hampshire. Founded in 2014, we have grown from a family-run business into one of the UK's leading raw feeding brands, supplying thousands of customers through our website and a growing network of retail partners.
We are passionate about improving the lives of dogs through biologically appropriate nutrition, whilst maintaining high standards of quality, ethical sourcing, sustainability and customer service. Our commitment to innovation has seen us become one of the most recognised and accredited brands in the raw feeding sector.
We are looking for a Customer Support Specialist to help deliver the outstanding service our customers have come to expect.
The Role
This is a varied and rewarding role supporting customers throughout their journey with Paleo Ridge.
You will be one of the first points of contact for our customers, helping with enquiries, providing guidance on our products and services, and ensuring every interaction reflects our commitment to exceptional customer care.
Working closely with teams across Paleo Ridge, you will play an important role in helping us deliver a seamless customer experience.
This position is based at our Havant office and is a full-time role working 37.5 hours per week.
Key Responsibilities
* Deliver exceptional customer service via telephone, email, live chat and social media
* Respond to customer enquiries in a professional, friendly and timely manner
* Assist customers with orders, subscriptions, deliveries and account management
* Provide guidance on our products and raw feeding principles
* Handle customer complaints and resolutions with empathy and professionalism
* Manage customer service administration including order amendments, DPD collections and delivery investigations
* Support our subscription and loyalty programmes
* Monitor and respond to customer reviews across platforms such as Feefo
* Maintain accurate customer records across Shopify, Salesforce and other business systems
* Liaise with internal departments to resolve customer issues efficiently
* Support ongoing customer experience improvement projects
* Assist with maintaining departmental reports, logs and performance metrics
What We're Looking For
The ideal candidate will be:
* Passionate about delivering exceptional customer service
* A confident communicator with excellent written and verbal communication skills
* Organised, proactive and highly detail-oriented
* Comfortable working in a fast-paced e-commerce environment
* Able to prioritise workload effectively and manage multiple tasks
* Positive, adaptable and eager to learn
* A team player who enjoys helping both customers and colleagues
Skills & Experience
Essential:
* Minimum two years' experience in a customer service or customer support role
* Strong Microsoft Office skills, particularly Outlook
* Excellent written communication skills
* Professional and confident telephone manner
* Strong organisational skills and attention to detail
* Experience working with CRM systems and databases
Desirable:
* Experience working within e-commerce
* Experience using Shopify or similar platforms
* Experience managing customer reviews and feedback platforms
* Knowledge of raw feeding or the pet industry
* Experience using social media in a customer support environment
Benefits
* Competitive salary
* 7kg of free Paleo Ridge dog food per week
* Discounted gym membership (£5 per month)
* Employee Assistance Programme
* Bike to Work Scheme
* Regular company events
* Opportunities for training and career development
* The opportunity to join a fast-growing, award-winning business
Location
This role is based in Havant, Hampshire. Applicants must be able to reliably commute to our office.
Join Us
If you are passionate about customer service, enjoy working as part of a supportive team and want to help improve the lives of dogs across the UK, we'd love to hear from you.