Customer Support and Operations Executive, Journee
Community/Customer Support Team
£30-35k
+ Employee options (you’ll own a piece of Journee!)
More information about location
3+ days a week in office (Bethnal Green, London)
We plan your whole trip. You find out at the airport.
Job no longer available
We plan your whole trip. You find out at the airport.
21-100 employees
Job no longer available
£30-35k
+ Employee options (you’ll own a piece of Journee!)
More information about location
3+ days a week in office (Bethnal Green, London)
21-100 employees
Company mission
To get more people exploring new places, with none of the planning.
Role
Who you are
- 1-2 years+ experience working in a customer-facing sales or support role at a B2C/consumer brand (bonus if it’s a start-up)
- Experience with responding to customer queries and feedback through various channels including email, live chat, WhatsApp, and phone
- Exceptional organisational skills with a love for making operations smoother
- Meticulous attention to detail - you sweat the small stuff and take pride in your work
- Basic maths skills (don’t worry though, no algebra)
- The desire to grow your career in customer support in scaling startups and lean teams
- Willingness to voice opinions and get stuck into a challenge
- An excellent written communicator - you’re a bona fide wordsmith who can create clear, friendly and informative messages that perfectly capture Journee’s tone of voice
- An exceptional verbal communicator - you are a brilliant active listener, and love picking up the phone to help people
- Cool as a cucumber, you’re calm in a crisis and a good judge of a situation
- Comfortable with technology and quick to learn new software. Bonus points if you’ve used any of the following: Gmail, WhatsApp, Slack, Twilio, Skype, Excel, Brevo, Notion, Active Campaign, Metabase and any CRM tools like Zendesk, Freshdesk etc
- Data-driven, and enjoy analysing operational processes, customer behaviour and competitors to constantly optimise and improve
- A self-motivated go-getter. You don’t need to be handed a set of predefined tasks; you’re constantly looking for ways to improve both as an individual and as an active part of Journee
- A true team player. You are a delight in the office, and you look out for your fellow teammates. You enjoy cross-collaborating with different teams, and learning from others
- Genuinely passionate about travel. You caught the travel bug and you can’t shake that wanderlust
What the job involves
- Respond to customer queries through a multitude of channels - WhatsApp, email, phone calls - and give each Lead or Explorer the best Journee experience possible
- Manage all daily customer- and lead-related operational processes such as payment reminders, passport chasers, and information updates, whilst matching customers to the best-suited destinations
- Staying on top of all customer feedback: responding to positive and negative feedback via TripAdvisor, email and WhatsApp, making sure all our food and drink recommendations are up to date, and flagging negative accommodation and experience ratings
- Optimise and improve the newly implemented CRM system to make it run smoothly and efficiently
- Constantly look for ways we can improve our Explorer’s Journee experience, by suggesting changes, taking initiative, and raising any technical or product ideas to the relevant teams
- Liaise with our India based remote Operations team to handle complex issues and give our Explorers the best experience possible
- Ad hoc Community and Operational projects. As we grow our team and offering, there will be plenty of new projects that you can assist Lucy, our Customer Operations Manager with, from process improvement, implementation of new softwares and systems, surprise and delight projects, and product changes
- You’ll work 1-2 weekends a month (with a day off either side), and be on call 1 evening a week
Application process
- Apply via Welcome to the Jungle, or via our Career Page
- 1st stage interview - 30-minute video call with Annie, Talent Lead, to discuss your career history so far, your goals and aspirations, and an opportunity for you to learn more about life at Journee and the role. Following this you may be invited to complete a short take-home task, from which those shortlisted will be invited to the second stage interview
- 2nd stage interview - approximately 45-minute video call with Lucy, our Customer Operations Manager, and Megha, Founder/Chief of Product. You will chat through your approach to the task, and learn more about the opportunity and Journee
- Culture/Team Fit Coffee - Informal in-person office visit with Lucy and the rest of the Community team to ask any final questions. You will also have the opportunity to see the office, and meet the wider team and the Founders
Salary benchmarks
Our take
Holiday booking can quickly become a research project in and of itself. Review sites, comparison tools and social feeds can quickly become overwhelming. Journee believes the true joy of travel often comes from moments of spontaneity, not from the planning. Indeed, Journee is a company that removes the planning aspect entirely, targeting a market of travellers who prefer less control over their destination, more spontaneity and surprise, rather than rigorous research.
Covering the UK, US and Canada, Journee's customers, known as "Explorers", complete a detailed questionnaire that covers budget, interests, travel dates and destinations they'd like to avoid. Journee plans and books everything from flights to accommodation and experiences, upping the anticipation for the trip by sending customers clues. The destination itself is kept secret until they arrive at the airport, and the anticipation of the reveal is treated as part of the experiential product.
This new approach to travelling requires a higher level of trust. Destination matching and travel problem troubleshooting must be of high quality, so Journee's growth and future success will depend on its consistency on these fronts. It's a novel concept and is likely to find success with Gen Z due to its spontaneous, stress-free nature. To stay competitive within the travel industry, Journee will need to continue to provide best-in-class remote problem resolution to help travellers with any issues they run into, and expand beyond short-haul travel into longer, more ambitious trips.
Steph
Company Specialist at Welcome to the Jungle
Insights
63% female employees
Company
Funding (last 2 of 5 rounds)
Feb 2022
$2.4m
SEED
Apr 2021
$0.2m
SEED
Total funding: $3m
Company benefits
- Work from anywhere for up to three weeks a year, every year.
- 25 days holiday, plus bank holidays.
- £1,000 to spend on your own Journee, every year. You should get to experience what you're building.
- Employee options. You'll own a piece of Journee.
Company values
- Authenticity
- Courage
- Curiosity
Company HQ
London, UK
Articles
Leadership
Ed Tribe
(Co-Founder)Ed studied Ancient History and History at Nottingham, before becoming the Head of Growth at Depop. Most unique travel memory: going to the top of Mount Etna in Sicily, 3km upwards.
Megha Chaturvedi
(Co-Founder)Megha studied Engineering, prior to gaining an MBA and becoming the Growth Manager at Depop. Most unique travel memory: Spotting a polar bear devouring a whale in the wild in Svalbard!
James Gillard
(Technical Co-Founder)James has an MEng in Electronic Engineering, and was previously a Platform Engineer at Depop. Most unique travel memory: Climbing into the Ijen crater in Indonesia.
People progressing
Anna was promoted to a Senior Community Exec in under 2 years, before being promoted to Marketing Exec recently. Unique travel memory: Visiting a Maasai Village in the middle of Kenya's Rift Valley!
Sophie joined as employee #1 and was promoted to Senior Community Exec in under 2 years. Now, she is our Product Manager. Travel memory: Spending 48 hours alone in the mountains in southern Alaska.
Share this job