Junior Product Support Specialist, Bookwhen

• 1+ years of customer support experience managing Live Chat and email (not phone or queues)
• Love tech and problem-solving
• You can work independently, but also enjoy collaboration
• High emotional intelligence and consider yourself to be emotionally resilient
• Welcome feedback and understand how it benefits your own and others' development
• Excellent comprehension, written and verbal communication skills
• Understand and deliver great user experiences
• Balancing a diverse range of customer query types
• You can stay cool under pressure when the inbox is busy

Desirable

• Full-time, 1-year fixed-term Maternity cover
• Mon to Fri (9am - 5:30pm UK Time, with 1-hour lunch)
• Starting as soon as possible
• We have an exciting opportunity for a full-time, fixed-term maternity cover role
• We’re looking for someone who is technically minded, empathetic, and comfortable owning all aspects of Bookwhen customer support interactions. This includes live chat, email, video calls and social media contact. As the face of Bookwhen, you will maintain our excellent service reputation and help our customers get the most from the product
• Offering first-line product support by answering customers’ questions and investigating issues they’re experiencing
• Our main support is via live chat and email, with video chat available when needed
• Deliver clear, supportive and outstanding support
• Speaking with potential new customers who are browsing the site and answering product questions they may have
• Triaging bugs, passing development requirements on to the product team, and communicating with developers on new releases and investigations
• Each week, you will spend 4 days on new conversations via live chat/email and 1 day off live support to focus on follow-ups, Facebook Community posts, training, and other projects
• You’ll have regular check-ins with your line manager and be encouraged to collaborate on projects with the wider team
• Supporting the interaction quality and improvement of our AI-powered support bot

• Stage 1: Anonymous CV screening by the line manager
• Stage 2: Shortlisted candidates will have a one-to-one, 15-20-minute phone call with CX Manager. (If successful at this stage, you'll need to complete a couple of assessments.)
• Stage 3: Video call - Interview with the CX Manager or Head of CX, including a technical task
• Stage 4: - Video call to meet the Founder and the CX team