Customer Support Contractor, Byway
United Kingdom, Jan-March ‘26
Compensation: £14.80 per hour - A London Living wage
1+ day a week in office
Flight free travel company
Be an early applicant
Flight free travel company
21-100 employees
Be an early applicant
Compensation: £14.80 per hour - A London Living wage
1+ day a week in office
21-100 employees
Company mission
Byway's mission is to make slow travel holidays mainstream.
Role
Who you are
- We’re looking for someone who genuinely enjoys making customers happy and finds real satisfaction in helping them have an unforgettable experience
- Relevant experience: Professional experience delighting customers with fantastic experiences and earning great reviews
- Outstanding phone manner: Track record managing customer feedback in positive and negative situations, with the ability to remain calm and communicate clearly in excellent spoken and written English
- Communication skills: Excellent written and verbal communication skills and a positive approach to interactions with our team, our partners, and customers, including an ability to effectively simplify and explain user experience functionality to less tech-savvy clients
- Organisational management: An ability to multitask and manage time effectively under pressure
- Attention to detail: A keen eye for detail and quick thinking, in particular when handling bookings, payments and travel documentation
- Availability: 40 hours per week, from 9:00 am to 6:00 pm, Mondays to Fridays (one hour for lunch), January to March 2026 and a willingness to work weekends in exchange for time back during the week
What the job involves
- Join Byway Jan–Mar 2026 as our first point of contact, supporting customers by phone and email as they book and enjoy their slow travel adventures.
- We’re looking for a customer-centric contractor to join our team from January to March 2026
- You’ll respond to customers’ enquiries (primarily by phone, but also by email), in a timely, friendly, and professional manner
- You’ll guide customers as they discover and book trips they’ll love, as well as answer their post-booking questions
- As the first point of contact for both new and existing customers, you’ll offer a warm, knowledgeable presence that builds trust from the very first interaction
- You’ll qualify leads and provide clear and helpful information
- Handle customer enquiries: Primarily by phone, and guide potential customers through the booking process. Answering questions, triage and qualify leads for the wider team, assist with self-service on our site, and use our tools to create or modify trips
- Delight our customers: Use your outstanding customer service skills to delight our customers and maintain our five-star review record
- Solve problems: Manage enquiries, including handling challenging customer feedback and communications, and providing solutions for transport and accommodation issues
- Work within budgets: Follow company guidelines and policies to deliver excellent customer service, ensuring customer satisfaction while operating within defined responsibilities and budget constraints
- Manage customer communications: Manage time-sensitive, concurrent calls, call-backs and actions
Application process
- We usually respond within a day
- Submit your application by uploading your CV and covering letter
- 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, Oliwia, our Customer Support Team Lead, will invite you to the interview to discuss the role and answer any questions
Salary benchmarks
Our take
Byway arrange no-fly holidays for eco-conscious travellers, where participants voyage by way of trains, boats, and buses only, spending time at local accommodation and hidden stop-off points along the way. It’s a neat idea, and the relatively young company has been getting some high-profile attention for it.
This is in part because Byway’s timing has been astute. Firstly, their model chimes neatly with the growing interest in low-carbon, low-impact activities that have been a major part of public conversation over recent years. Secondly, it dovetails with the renewed interest in ‘staycations’ following the period of restricted international travel. And finally, it pitches itself at that evergreen category of traveller keen to experience something a little more local and authentic on their travels - see, for example, the success of platforms like Atlas Obscura, or (arguably) Airbnb.
Byway are enjoying resounding approval from customers, which is remarkable given the operational complexity of timetabling these kinds of journey. With eco-focused trends expected to continue going forwards, and the firm foundation that Byway have laid for themselves in these first few years, the innovative company could go on to have real industry impact.
Freddie
Company Specialist at Welcome to the Jungle
Insights
64% female employees
Company
Employee endorsements
Meaningful work
"At Byway we are working on greenfield projects with the potential to make a high, positive social impact. Not only to address climate change but to..."
Funding (2 rounds)
Jul 2024
$6.8m
SERIES A
Jul 2021
$1.5m
GRANT
Total funding: $8.3m
Company benefits
- ⏰ Flexible hours - 80 hours over two weeks whenever you want, with 4 hour meeting free blocks between 9-5 and meeting free Thursdays
- 👋 Co-working office credits - optional team work time or get out of the house
- 🚂 Annual ‘Byway Away’ days - a whole weekday to spend with the team, not working, in the fresh air, bonding with one another
- 🏖️ Byway Holiday - a budget-friendly Byway holiday per year at a cost price for you and your immediate family. A great way to explore amazing destinations by benefitting from our trade discounts and interrail pricing!
- 👫 Be part of our founding team - an opportunity to have shares in Byway for permanent team members
- 🏡 Remote-first - whether you prefer working from home or while travelling, we trust you to do your best work and commit to your working goals.
- 📆 Hybrid remote with 2 days/month in London - come together each month for focused team and strategy time.
Company values
- Love the journey 🚂 - making slow travel mainstream is a journey we approach with the optimism and openness needed to learn and grow. We look after each other, celebrate wins and strive do better.
- Trust and be trusted 🤝 - trust in each other is the foundation of our team. We collaborate and support one another in line with our mission. We share insights widely, are grounded in openness, and welcome peer reviews.
- Mainstream means everyone 🌎 - we're ensuring we're for everyone by seeking out diverse perspectives and listening, respecting, amplifying and supporting all the people our product affects, especially our team.
Company HQ
Spitalfields, London, UK
Articles
Leadership
Cat Jones
(CEO)Spent ten years at Unruly, ultimately serving as the Global SVP of Data, before moving on to work as Managing Director of Travel and Media at Founders Factory.
Diversity, Equity & Inclusion at Byway
- We are aware of, celebrate and learn from our differences including ethnicity, gender, age, ability, sexual orientation, religion, background and experience.
- We do not accept discrimination, hate or harassment (including slurs, hate speech, coded language, micro-aggressions, stereotypes, deadnaming, misgendering, hate symbols).
- One of our three company values is "mainstream means everyone". By this we mean that we're making slow travel mainstream so our product should be for everyone.
- We're ensuring we are for everyone by seeking out diverse perspectives and listening, respecting, amplifying and supporting all the people our product affects, especially our team.
- We value and actively hire for diversity and empathy. We make space for the many ways people prefer to contribute, as we encourage and appreciate everyone's ideas.
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