Job Description

TrustedHousesitters is a fast growing, direct-to-consumer marketplace that is redefining pet care and travel. Our platform connects a thriving global community of pet lovers through a unique trust-based membership model. We're on a mission to create a world where pet owners can travel with peace of mind , knowing their pets are in safe hands, while sitters enjoy unique homestays around the world.

Our vision is simple: to become the world's most loved travel solution for pet people - and we're making it a reality. With almost 250,000 members worldwide, 97% say we have improved their lives, and our growth is high as word-of-mouth fuels a fast-growing, passionate community.

TrustedHousesitters was named one of Escape the City's top organisations to work for in 2023 and we were proud to be part of the 2024 cohort of Technation's Future Fifty, the UK's leading pre-IPO programme. In October 2024 we secured B Corp certification, reflecting our commitment to our people, the planet and pets across the world.

At TrustedHousesitters, we embrace a collaborative, high-impact work environment where innovation, individual accountability, and ownership drive everything we do. We believe in empowering our people to see the real impact of their work. Every team member plays a role in crafting quality experiences for our members, and we continuously push ourselves to improve, iterate, and innovate--always with the goal of strengthening our global community of pet lovers.

Now is an exciting time to join TrustedHousesitters--where innovation, advocacy and community-driven growth are at the heart of our success. If you're looking to make a real impact in a mission-led, fast-scaling tech business, this is the right place for you.

Are you a passionate pet lover looking for a new adventure in your career? If so, we want to meet you! At TrustedHousesitters, we're revolutionising the travel and pet care landscape and need a customer service enthusiast to join our Membership Services team. Our Membership Services team is made up of enthusiastic pet lovers and travel enthusiasts, who serve as the face of our brand.

As a Membership Services Executive, you'll provide world-class customer care via email, phone, and live chat. You'll be responsible for answering member enquiries, resolving issues, and collaborating with our cross-functional teams to ensure a seamless customer experience. If you have excellent communication skills, can multitask and prioritise effectively, and have a passion for solving problems, we'd love to hear from you!
Let's join forces and enrich lives by connecting real and caring people through pets and travel.

This is a remote role with occasional office work required, and the hours of work are 40 hours per week.
You'll report to the Membership Services Team Leader and earn a salary of

27,500 per annum (DOE) plus discretionary bonus .

Responsibilities

To be a knowledgeable, caring, and enthusiastic brand ambassador for TrustedHousesitters. Stay up-to-date with the latest updates to our products, services, and policies to provide accurate information to members. Respond to current and potential member enquiries via email, phone, chat in a friendly and professional manner Investigate and resolve member issues, going above and beyond to find the best solution. Document all tickets in a clear and concise manner for future reference. Collaborate with our cross-functional teams to resolve complex customer issues and ensure a seamless customer experience.

Experience

At least 12 months experience in a contact centre environment. Excellent written and verbal communication skills. Ability to multitask and prioritise effectively. Strong problem-solving skills and the ability to think outside the box. Empathy and patience when dealing with difficult situations. Ability to work well under pressure and handle high-volume workloads.

Benefits

In addition to a competitive salary and bonus, we offer a range of benefits, including:

Fully remote work
Discretionary 10% annual bonus scheme
Generous equity options
25 days holiday annually plus bank holidays and Christmas to New Year closure
Pension scheme: 5% from you as an employee and 3% from TrustedHousesitters
Premium TrustedHousesitters pet owner and sitter membership. This includes benefits like airport lounge passes, sit cancellation insurance, and home and contents insurance for sits for you
X5 premium memberships for your friends and family each year
Our team have an unlimited housesitting allowance, can work remotely from their sits, and are eligible to 500 per year towards travel costs
200 annually towards home office equipment
Access to Spaces (co-working) Locations across the globe
Monthly working from home stipend
Macbook
Find a rescue pet to join your family and we'll cover the adoption fees, as well as paternity to help any pet settle into their new home.
We host a quarterly all-expenses paid meet-up and will fund team events (remote or in person) throughout the year
We can cover costs of personal development resources, and have a regular time set aside for personal development
Bupa Health Insurance and Dental Insurance plan
SimplyHealth Healthcare Cash plan
Trusted Giving scheme - employee volunteering via Onhand and employee giving via Tyve
Weekly virtual yoga sessions
Brighton Bikeshare
Recruitment Referral Bonus

If you're ready to join us on our mission to become the most loved pet travel solution, we'd love to hear from you!

In your application, please feel free to note which pronouns you use (For example- she/her/hers, he/him/his, they/them/theirs, etc).

At the heart of our team are a mix of diverse backgrounds. Here at TrustedHousesitters, we're committed to the equal opportunities policy throughout the interview process and selection. Offers of employment into TrustedHousesitters are based solely on individual merit, qualifications, and the person's professional suitability.

Gender identity, sexual orientation, marital or civil partnership status, colour, race, nationality, ethnic or national origins, religion or beliefs, age, mental or physical disability, medical condition, pregnancy or maternity status, or any other protected characteristics do not enter into our decision-making process.