Customer Support Associate, Beyonk
£30k
More information about location
2 days a week in office (Waterloo, London)
All-in-one event ticketing system
Open for applications
All-in-one event ticketing system
21-100 employees
Open for applications
£30k
More information about location
2 days a week in office (Waterloo, London)
21-100 employees
Company mission
To deliver the leading technology platform for attractions that empowers businesses with modern, intuitive, and visitor-focused technology to make it effortless to experience.
Role
Who you are
- Clear, professional written and verbal communication
- Genuine interest in helping customers succeed and solving their problems
- Logical and structured thinking when approaching problems
- Understanding that many of our customers rely on our platform to generate revenue and run their operations
- Accountability and ownership when resolving issues
- Comfortable working in a fast-paced environment
- Minimum 2:1 undergraduate degree or equivalent
- We are looking for someone who is motivated, engaged, and takes pride in the work they do
What the job involves
- Beyonk Group is a fast-growing startup in the SaaS industry, helping experience and attraction businesses grow with our ticketing software and marketing services. We operate globally, with our main client base across the UK and the US
- Our customers are incredibly diverse, from farm parks and soft plays through to animal attractions and historic houses. It is an exciting time to join us as we grow, particularly if you are looking to build experience in the SaaS and tech industry
- This is not your typical support role, and it is nothing like a call centre. Many of the queries that come through our support inbox come with their own context and set of challenges. It is rarely a case of relying on a template to answer a question. Instead, you will need to think critically, ask the right questions, investigate problems, and resolve issues on a case-by-case basis
- The nature of the business means that not everything is fully defined. Processes are still being shaped, improved, and in some cases built from scratch, which creates a real opportunity to identify inefficiencies and suggest better ways of working
- There is a lot of scope to take ownership of how the role develops, improve processes, and use tools such as AI to help make things more efficient. We are always open to ideas on how we can do things better, save time, and support each other more effectively
- The progression speaks for itself. Both of our last two hires in this role were promoted after just over a year, one into account management and one into operations. We are looking for someone who wants to learn the platform, do the role well, and really use this opportunity as the beginning of their career in the SaaS industry
- Respond to customer queries via call and email
- Diagnose and resolve customer issues efficiently
- Clearly communicate solutions and next steps to customers
- Take ownership of problems and ensure they are fully resolved
- Develop an understanding of how clients use our platform to operate their business
- Recognise when issues may have a direct impact on a customer’s revenue or operations
- Prioritise support queries based on urgency and business impact
- Apply judgement when handling customer issues rather than relying solely on scripts or processes
- Navigate ambiguity and investigate issues where the solution is not immediately obvious
- Identify recurring customer issues and contribute to improvements in support processes
- Document solutions and contribute to internal knowledge resources
- Play a role in strengthening internal resources, including our AI chatbot, Arnie
- What success looks like
- Within the first 6 to 12 months, the successful candidate will:
- Handle customer support queries confidently and independently, while using good judgement to escalate issues to the appropriate teams when needed
- Demonstrate strong judgement when prioritising and resolving queries efficiently
- Communicate clearly and professionally, both internally and with customers
- Identify opportunities to improve internal processes
Salary benchmarks
Our take
The global experiences sector within the tourism industry is a vast market, estimated to be valued at over $150 billion. However, this sector has suffered from a severe lack of data accessibility standards, resulting in a highly fragmented and inefficient system. Beyonk steps in as a solution, offering an all-on-one ticketing and marketing platform that simplifies and enhances the experience booking process, consequently boosting business sales.
Beyonk's innovative system allows businesses to streamline administrative tasks, while also attracting a larger customer base and optimising booking processes. In its pursuit of becoming the largest experience booking platform in the UK, the company has acquired BookingHound and is actively working towards obtaining Certified B Corporation status.
Supported by prominent individual and venture capital investors with deep roots in the travel, sports, and software industries, Beyonk has forged strategic partnerships with major players in the travel and tourism sector, including GWR, National Parks UK, and Go New Forest. Through ongoing development, expansion initiatives, and strategic acquisitions, Beyonk is strategically positioned for sustained growth, poised to ascent to a prominent position as a leading experience booking platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2023
$5.8m
EARLY VC
Apr 2022
$0.9m
SEED
Total funding: $10.1m
Company HQ
Elephant and Castle, London, UK
Leadership
Oscar White
(Founder & CEO)Oscar is also the Group CEO of BookingHound and AMG. Previously, they were a Director at Hvit and a Strategist at Accenture.
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