The Honest Dog Co
Part Time Customer Support Rep
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About us
Honest Dog Co makes single-ingredient supplements for dogs (and now cats) — bone broth, green lipped mussel, pumpkin, goat milk, dental powder. No fillers, no nonsense. We're a small, bootstrapped UK brand with over 15,000 monthly customers, selling direct through our website, Amazon and TikTok Shop.
Most of our customers are on a subscription, and most of them care about their dogs more than they care about most people. We take that seriously.
The role
Our first line of customer support is handled by an AI agent called Lucy. She answers the simple stuff - order status, dosage questions, returns instructions - instantly and around the clock, and she's good at it. What she hands over to a human is the part that needs judgement:
- Refund and return requests, including working out what's actually owed when an order has already had a replacement sent
- Customers disputing a subscription charge ("I never signed up for this")
- Complaints where a dog won't eat the product, and deciding fairly what to offer
- Product quality or safety concerns that need triaging before anyone responds
- Wholesale and trade enquiries
- Replying to comments on our Facebook and Instagram ads
- Chasing our warehouse about returns and reships
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You'll work through these in Commslayer (our helpdesk), with Shopify and our subscription platform open alongside it. Lucy attaches her notes and a draft reply to everything she escalates, so you're rarely starting from a blank page - but you are the one deciding what's right.
What good looks like
- Fair, but not a pushover. We look after customers properly and we don't give refunds away for the sake of a quiet life. You'll need to hold a policy line warmly and know when a genuine exception is the right call.
- You tell us when something's wrong. If the queue is building, if a rule doesn't cover a situation, if you're stuck. You say so the same day, before we have to ask. This is the single most important thing about the role and it's the thing we'll ask you about at interview.
- You close things. Every conversation you answer gets resolved or handed on with a clear note. Nothing sits.
- You write like a person. Clear, kind, short. No corporate filler.
Hours
3 hours a day, Monday to Friday, within UK working hours — we'd prefer a block that covers the afternoon (say 1–4pm or 2–5pm) so customers who write in during the day hear back the same day. Some flexibility on the exact window. There's scope to grow the hours as the business grows.
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You
- UK-based, with the right to work in the UK
- Some customer support experience, ideally for an online retailer.
- Comfortable working alone and remotely, and comfortable being direct on Slack
- A dog person, or at least someone who understands why people get emotional about their pets
- Bonus: experience with subscription products, or with AI-assisted support tools
Pay and details
- £13 per hour, paid monthly through payroll
- Paid holiday (pro-rata)
- Fully remote
Start: as soon as possible
How to apply: Email a short note about you and your relevant experience - a few paragraphs, not a formal cover letter. Your answer to this: A customer says one of their bone broth pouches arrived damaged. You send a free replacement. Two weeks later they email to say their dog doesn't like it and they'd like a full refund on the order. What do you do? george@honestdogcompany.co.uk
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