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We’re looking for a customer-centric support superstar to delight our customers during their holidays. You’ll be the first line of support for our travelling customers, offering advice, solving problems and sometimes simply admiring photos or offering recommendations via WhatsApp, phone and email. When disruption and delays occur, you’ll offer support and solutions, and you’ll be on hand to increase their holiday enjoyment however you can with fast, positive replies, earning five-star reviews and building long-term relationships.
During quieter periods with fewer departures and disruptions, you’ll support the wider trips team with their pre-trip preparations, but the experience of our travelling customers will always be your first priority. You’ll also share feedback and suggestions with the team to help improve our systems and processes, making it easier to support more customers and continuously improve the customer experience as bookings continue to grow.
This is a Tuesday to Saturday role - you’ll work 8am-5pm covering WhatsApp, email and emergency phone support. You may also be occasionally required to flex your schedule on a rota, to be agreed with your manager well in advance.
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 7,000 travellers onto unforgettable holidays, with 97% of five-star reviews. We’re growing 3x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times.
Your key responsibilities
- Ensure the smooth running of Byway trips, including customer communications, managing disruption and sharing customer feedback and insights
- Use your outstanding customer service skills to delight our customers and maintain our five-star review record
- Handle complex WhatsApp, phone and email enquiries from travelling customers, providing solutions to transport and accommodation issues
- Liaise with our accommodation and travel supply partners to make last minute changes and collaborate in problem solving when needed
- Support the customer support team with pre- and post-booking enquiries and tasks when in-trip support is quiet.
What we’re looking for
- 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 strong attention to detail
- Superb time management skills
- Belief in our mission and a passion for sustainability and slow travel
What would be great but isn’t required
- Experience working with CRMs and CMSs
- Fluency/proficiency in French, Italian, Spanish and/or German
- People management experience
What we offer
- £27,500 pa, pro-rated for a six month internship
- Remote-first, flexible working:
- 20 days wherever: work when you like and where you like for most of the month - we’ll fund a day a week in a coworking space
- 2 days together: join our team in the London office two days each month (a couple of exceptions per year is fine!)
- An annual autumn Away Day and monthly socials in London
- One cost-price Byway holiday per year and agency rates with Eurostar for you and your family/friends
How to apply
Please apply here with your CV and a short covering letter. We're more interested in your covering letter than your CV.
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.
