Join Bookwhen as a Junior Product Support Specialist, where you will be instrumental in delivering excellent customer service and helping our users optimize our booking system to grow their businesses. You'll act as the face of Bookwhile, owning all aspects of customer support interactions.

What You'll Do

Offer first-line product support by answering customer questions and investigating issues.
Deliver clear, supportive, and outstanding support via live chat, email, phone/video calls, and social media.
Speak with potential new customers browsing the site to answer product questions.
Triage bugs, pass development requirements to the product team, and communicate with developers on new releases.
Spend 4 days per week mainly focused on live chat and one day off live support for follow-ups, training, and projects.
Have regular check-ins with your line manager and collaborate on projects with the wider team.

What We're Looking For

1+ years of customer support experience.
A love for tech and problem-solving.
Ability to work independently while also enjoying collaboration.
High emotional intelligence and emotional resilience.
Welcomes feedback and understands how it benefits personal development.
Excellent written and verbal communication skills.
An understanding of what makes a great user experience.
Must be legally able to work in the UK (no visa sponsorship).

Nice to Have

Experience in a SaaS business.
Background in sales and/or marketing.
Ability to speak another language (Spanish would be great).
Experience working in a remote team.
Experience working on live chat.

Team & Environment

You will report to the CX Manager or Head of CX, collaborating regularly with your line manager and the wider team on projects.

Benefits & Compensation

Compensation: £23-26k
38 days annual leave per year (including optional bank holidays).
Salary sacrifice pension scheme.
Health insurance through Vitality.
Budget for co-working spaces and office equipment.
Bi-annual full company social away days.
Regular support team meet-ups.
Enhanced parental leave.
Budget for training and conferences.
Birthday voucher.
Early Friday finish during Summer.
Paid annual charity day.
Annual allowance for attending Bookwhen hosted classes and courses.
Access to employee perks and discounts through HR platform.

Work Mode

This role is remote within the UK.

We are an equal-opportunity employer and believe in the power of a diverse, inclusive team. We welcome all applications from all suitably qualified people, regardless of race, sex, disability, religion/belief, sexual orientation or age.