About Us
Bookwhen is a flexible and affordable booking solution that's used by thousands of customers worldwide. We support a diverse range of customers - from yogis to alpaca walkers and from potters to large multi-nationals, we cover lots of bases! They all make our world a more colourful place and helping our customers turn their passion into a business is our biggest motivator. Our small team is made up of passionate and autonomous people with an entrepreneurial mindset. We're a group of creative thinkers focussed on quality, excellence and collaboration.
What’s the job?
We have an exciting opportunity for an experienced customer support individual to join our team full time. We’re looking for someone who is technically minded as well as empathetic and is comfortable owning all aspects of Bookwhen customer support interactions, including live chat, email, phone calls and social media contact.
As the face of Bookwhen you will be maintaining our excellent service reputation and helping our customers get the most from the product. You’ll be triaging bugs, passing development requirements on to the product team and communicating with developers on new releases and developer tasks.
Our working hours are Mon - Fri, 9:00am - 5:30pm GMT and we support customers in many countries and timezones. A typical day on support will involve answering how-to questions, investigating issues our customers are experiencing and speaking with leads who are browsing the website. Every week you will spend 4 days on support and one day off to focus on any follow-ups, help documentation, training and other projects. As well as regular check-ins with your line manager, you'll also take part in a short daily stand-up with the whole team.
Why working at Bookwhen is great
Initially founded in Oxford, UK, we are a remote-first business, giving our team flexibility in their location. We aim to meet at least 4 times a year and have a strong emphasis on genuine work-life balance.
You’d be team member 8, joining Bookwhen at a pivotal point in our growth after having quadrupled in size since launching our latest version. With a clear and well-established product-market fit, we see huge opportunity to grow further. Your role will be integral to achieving our goals.
We’re a team of passionate and hardworking people, who believe in the value of what we bring to our customers.
Requirements
We're looking for someone who can hit the ground running. You will already have a passion and track record of delivering great support and equipping b2b customers for success. You thrive when given a new challenge and naturally have a creative and holistic approach to problem solving. As a small team who work closely, we need someone who understands the importance of collaboration and enjoys teamwork.
Must-haves:
- 2+ years of technical customer support experience at a SaaS business
- Experience working b2b via email or live chat, as well as phone calls
- Excellent written and verbal communication skills
- Self-motivated and can work autonomously with little guidance
- Based in the UK
Bonus:
- Understanding of what makes a great user experience.
- A background in sales or social media marketing.
- Experience working in a remote team.
Benefits
- £26k - £28k pa, depending on experience
- End of year bonus
- Annual leave - 33 days per year (including bank holidays)
- Working fully remotely
- Pension scheme
- Budget for co-working spaces and office equipment
- Away days
- Budget for training and conferences
- Annual allowance for attending Bookwhen hosted classes and courses