Customer Support Executive

We help holidaymakers love their journeys

We’re the world’s first tech platform for flight-free holidays. We help people love their journeys, and are proud to be a certified B Corporation. Founded in March 2020, we've booked over 5,000 people onto flight-free trips with 97% five star reviews, and regularly appear in mainstream press from the Times to the Guardian. We’re growing 3x year on year, and have no plans to slow down until flight-free travel is mainstream.

We’re looking for a Customer Support Executive

We’re looking for a customer-centric superstar to welcome people to Byway and help them with their holiday enquiries, alongside our Customer Support team. You'll maintain our excellent customer experience record by triaging our 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 that will inspire our customers to get excited for their own adventures. 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.

Your key responsibilities

• Handle pre-booking phone and email enquiries, help our customers-to-be book the perfect trip by answering their questions and use our dynamic packaging technology to make changes to their trips or build new trips of your own.

• Use your outstanding customer service skills to delight our customers and maintain our five-star review record, dealing with post-booking enquiries from customers, providing solutions for transport and accommodation issues, managing disruption and processing customer feedback and insights to advocate for product development.

• Manage our catalogue of saved replies and FAQs, and use automations and tags to keep queries organised.

• Analyse customer queries, sharing data and insights widely with the team.

• During busy periods, be available to help with various customer experience-related tasks, such as booking hotels and transport, helping travelling customers on Whatsapp, or checking journey guides.

• 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.

• 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.

• 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, but work from anywhere).

• Company ownership through equity

• Remote-first work:

  • 20 days wherever: work when you like and where you like for most of the month.

  • 2 days together: join us in London two days each month including our monthly social.

  • A funded a day a week in a coworking space.

• One cost-price Byway holiday per year and agency rates with Eurostar for you and your family/friends.

• 33 holiday days a year and an optional extra two days if you travel flight-free with Climate Perks.

• An annual autumn Away Afternoon and optional Weekend Away in spring.

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 ask you to complete a short exercise so we can gauge how you might respond to some of the core tasks involved in the role. If you do well in this exercise we'll set up a 20-minute call with one of our Customer Support Execs. After that, there will be a 30-minute call with Jess (CS Manager). The final interview is 1.5-2 hours and focuses on us getting to know you, and you getting to know Byway. It will be with Jess and Cat, our Founder/CEO. Then we would move to job offer and references.

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

Applications close

Friday 3rd of January.