Full-Time Customer Support Executive
Byway is hiring a remote Full-Time Customer Support Executive. The career level for this job opening is Entry Level and is accepting London, United Kingdom based applicants remotely. Read complete job description before applying.
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Customer Support Executive
We’re looking for a customer-centric superstar to welcome people to Byway and help them with their holiday enquiries.
You’ll maintain our excellent customer experience record by triaging customer emails and phone calls in a timely and expert manner.
Building trips they love, and supporting them with post-booking enquiries.
Our ideal candidate for the Customer Support role will have a passion for sustainable travel.
In this role you’ll need to manage multiple tasks at once, working efficiently and effectively, with excellent attention to detail.
We’re looking for someone who loves to make customers happy and feels accomplished helping them.
Key Responsibilities:
- Handle pre-booking phone and email enquiries.
- Help customers book the perfect trip by answering their questions.
- Use dynamic packaging technology to make changes to their trips or build new trips.
- Delight our customers and maintain our five-star review record.
- Deal with post-booking enquiries, provide solutions for transport and accommodation issues.
- Manage disruption and process customer feedback & insights.
- Manage our catalogue of saved replies and FAQs.
- Use automations and tags to keep queries organized.
- Analyse customer queries, share data and insights with the team.
- Be available to help with various customer experience-related tasks (booking hotels, transport, WhatsApp support, journey guides).
- Introduce/advocate for processes/technologies/tools for further automation.
- Act as a business owner for technical developments.
What We’re Looking For:
- Significant experience delighting customers.
- Comfort problem-solving and communicating confidently under pressure.
- Perfect written and spoken English, excellent phone manner.
- High level of ownership and accountability with superb attention to detail.
- Excellent time management skills.
- Belief in our mission and a passion for sustainable travel.
- Availability to work Tuesday to Saturday.
What Would Be Great (but isn't required):
- Experience in (or knowledge of) the travel industry.
- Experience working with CRMs and CMSs.
What We Offer:
- £29,000 - £31,000 p.a. (London salary, work from anywhere)
- Company ownership through equity
- Remote-first work
- Flexible scheduling
- Funded coworking space
- Byway holiday per year
- Agency rates with Eurostar for you and your family/friends
- 33 holiday days a year
- Optional extra days if you travel flight-free
- Annual autumn Away Afternoon and optional Weekend Away