Customer Support Contractor

We help holidaymakers love their journeys

We're not just another travel company – at Byway, we're pioneering 100% flight-free holidays with Journey AI, the world’s first tech for journey-based trips. We’re a certified B Corp committed to making flight-free travel mainstream. Since our inception in March 2020, we've booked 10,000 travellers onto unforgettable holidays, with 96% of five-star reviews. We’re growing 2-3x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times.

We’re looking for a Customer Support Contractor

We’re looking for a customer-centric superstar based in Asia (ideally GMT +7) to join our team as a part-time contractor. You'll be an essential part of our customer experience, helping us cover emergency phone lines and supporting our wider team during the early hours of the morning.

You’ll be the first point of contact for our customers during these key hours, assisting with urgent enquiries, managing disruption and supporting the wider team with sales and communications when the emergency line is quiet. 

Our ideal candidate will have a passion for European travel—especially by rail—and the ability to inspire others to explore in sustainable, exciting ways. You should be comfortable managing multiple tasks, staying calm under pressure, and ensuring every customer interaction is handled with care and attention to detail. If you love brightening someone's day and have a knack for turning challenges into solutions, we’d love to hear from you!

Key responsibilities

• Ensure the smooth running of Byway trips, customer communications, managing disruption and using customer feedback and insights to advocate for product development.

• Handle complex WhatsApp, phone and email enquiries from travelling customers, providing solutions on the spot to transport and accommodation issues. 

• Answer time-sensitive calls on our emergency phones during European night hours to support our customers with disruption, and be an ambassador for Byway’s five-star service at a potentially highly-stressful time.

• Support the broader Customer Support team with sales, post-booking email enquiries and checking summaries.

• Introduce/advocate for processes/technologies/tools for further automation, and act as a business owner for technical developments.

What we’re looking for

• Significant experience delighting customers with fantastic customer experiences and earning great reviews.

• Experience in providing a duty-phone or emergency-phone service to customers or clients 

• Comfort problem-solving and communicating confidently in tandem in time-pressured and challenging situations.

• Perfect written and spoken English and an excellent phone manner.

• An extraordinarily high level of ownership and accountability with superb attention to detail.

• Availability to work 18-36 hours per week (we can be flexible) including:
  • 5am-10am GMT Monday to Friday
  • 12am-8am GMT on Saturdays and Sundays (at least one weekend shift is required)

• Ability to work independently while our European office is closed.

• Ability to follow escalation processes with confidence, but taking initiative for time-sensitive matters when needed.

What we offer

• £7-10 per hour, based on location and experience

• Remote-first working

Interested?

We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.

How to apply

Please apply with your CV and a covering letter explaining why you’d be great at this role. We’re more interested in your cover letter than your CV. 

The process

If we like your application, we’ll send you a short task to complete, designed to give you a feel for a typical day in the role. If your task aligns with what we’re looking for, we’ll invite you to a brief call to discuss the role and answer any questions. Lastly, there would then be a final interview, which would be with Jess and Cat (CEO), or Holly (CMO). If that's great, we’ll move forward with two contractors on the final steps, including agreeing on terms and getting started.

We offer flexible scheduling for our multi-stage interview process and are open to adjustments based on candidate needs.

Applications close

Friday 27th of January.