Customer Support Advisor – UK market

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Booksy

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

💄 Beauty

🧘 Wellness

☁️ SaaS

💰 $70M Series C on 2021-01

Beauty • Wellness • SaaS

Booksy is a digital platform that connects customers with beauty and wellness service providers, such as hair salons, barbershops, nail salons, skincare specialists, and massage therapists. It offers users the convenience of booking appointments online with various service providers in cities around the world, enhancing the way beauty and wellness businesses operate by providing them with tools to manage appointments, client relationships, and marketing. Booksy aims to simplify the process of finding and scheduling beauty and wellness treatments, making it easier for customers to discover and engage with local professionals.

📋 Description

• Omnichannel Customer Support: You'll handle incoming queries from our UK-based merchants and customers across multiple channels, including live chat, email, and phone calls. You will ensure that every interaction is met with high empathy, clarity, and speed, maintaining our strict response time targets. • Technical Troubleshooting & Problem Solving: You'll diagnose customer issues on the spot, using our internal admin tools and systems to troubleshoot account setups, calendar syncs, and transaction issues. You'll turn confusing technical friction into simple, clear solutions for our business partners. • CRM & Ticket Administration: You'll meticulously document all customer interactions, troubleshooting steps, and resolutions within Salesforce and our support platforms. You will ensure high data integrity, leaving clean trails for your team members and senior support experts. • Voice of the Customer Advocacy: You'll act as the direct link between our UK users and our product teams. When you spot recurring bugs, payment anomalies, or opportunities for platform improvement, you'll proactively document and escalate them to ensure our product gets better every day. • Continuous Support Optimization: You'll participate in team syncs to refine our messaging templates, internal macros, and support playbooks. You will actively collaborate with colleagues to share best practices and help build a highly efficient, supportive, and stress-resilient team culture.

🎯 Requirements

• Elite English Language Proficiency: Fluency in English at a minimum C1 level (or Native) is mandatory. You must possess flawless written and verbal communication skills, with a keen eye for tone of voice, UK spelling, grammar, and punctuation. • Proven Customer Support Experience: Background in digital customer support, customer success, helpdesk, or a similar client-facing environment, ideally supporting international or Western markets. • Excellent Written & Chat Capability: Outstanding speed, accuracy, and composure in live chat environments, with the ability to manage multiple conversations simultaneously without losing quality. • Analytical & Tech-Savvy Mindset: The ability to quickly learn complex internal tools, navigate database admin panels, and systematically troubleshoot technical problems. • High Resilience & Ownership: A positive, proactive attitude with a strong sense of personal responsibility for solving a customer's problem end-to-end, even during peak volume hours or under tight targets. • Strong Collaboration & Team Spirit: A cooperative attitude, willingness to learn, and comfort working in a fast-paced, highly communicative, and globally distributed team setup. • Experience working with customer support metrics and platforms such as Salesforce, Zendesk, Zowie, or Admin panels. • Prior experience in a high-growth SaaS, fintech, or digital marketplace scale-up. • Familiarity with the UK hair, beauty, or wellness industry landscape.

🏖️ Benefits

• Fully remote position – We take pride in being a globally distributed, remote-first team; • Private medical care from Allianz Health (subsidized by Booksy); • Life insurance from Uniqua (covered by Booksy, employee cost- 1 PLN); • Multisport card (voluntary and unsubsidized, diverse packages to choose from); • Online consultations with Psychologist Booksy (fully subsidized by the company); • Access to English online language training (Speexx); • Employee wellbeing platform: Worksmile (employees can redeem shopping vouchers); • Happiness Team initiatives.