Customer Experience Lead

Posted Mar 26

Description

  • Full time - Mon to Fri (9am - 5:30pm GMT)
  • Remote (Work from anywhere within the UK)
  • Permanent
  • Starting ASAP
  • £33-35k


About Us 👋

Bookwhen is a flexible and affordable booking solution that thousands of customers use worldwide. We support a diverse range of customers - from yogis to alpaca walkers and from potters to large multinationals! 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 comprises passionate and autonomous people with an entrepreneurial mindset. We're a group of creative thinkers focused on quality and collaboration.

What’s the job?

We have an exciting opportunity for an experienced individual to join our team full-time. We’re seeking someone technically minded, passionate about managing people, naturally empathetic and comfortable leading our fantastic support team.

Your time will be split between managing the team with the Customer Experience Manager and talking to our customers. As the voice of Bookwhen, you will maintain our excellent service reputation and help our customers get the most from our product.

The working hours for this role are Monday to Friday, 9 am - 5:30 pm GMT (however, we offer flexible hours after passing probation depending on business needs), and we support customers in many countries and time zones. A typical day on support will involve answering how-to questions, investigating issues our customers are experiencing and speaking with leads browsing the site. When not talking to our customers, you’ll focus on developing the team with the Customer Experience Manager through various duties. These include but are not limited to running 1-2-1s, serving as the first escalation point, implementing and revising customer support processes to enhance customer and employee satisfaction, suggesting training needs, assessing support statistics and helping coach the team.

Why working at Bookwhen is awesome 🙌

Initially founded in Oxford, UK, we’re a remote-first business, giving our team flexibility in their location. We aim to meet and spend time together at least two times a year and strongly emphasise a genuine work-life balance.

You’d be joining Bookwhen at an exciting time as we’ve had significant growth over the past year, both in our customer base and the size of our team. With a clear and well-established product-market fit, we see a huge opportunity to grow further, and 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. We’re also a social, friendly bunch who love to chat and support each other. Our Slack workspace has different channels encouraging us to discuss our passions and interests, such as board games, gardening, music and home brewing.

Requirements

You are someone who…

  • Has 2+ years of technical customer support experience at a SaaS business
  • Experience managing 2+ direct reports
  • Passionate about people and helping them achieve their goals
  • Kind, fair and naturally empathetic
  • Loves using data to find areas for improvement and discovering trends
  • Has a creative and holistic approach to problem-solving
  • Understands what makes a great customer experience
  • Has excellent written and verbal communication skills
  • Is self-motivated and can work autonomously with little guidance
  • Is tech-savvy and quick to learn new systems and software
  • Acts with integrity, transparency, directness and humility
  • Is emotionally resilient and able to keep calm during stressful situations
  • Is based in the UK

It would be a bonus if you also...

  • Have experience scaling teams
  • Have a background in sales
  • Have experience working in a remote team
  • Basic knowledge of HTML, CSS and Javascript (knowledge of other programming languages a plus)

Benefits

  • Annual leave - 33 days per year (aside from the Christmas period, you can decide if you work bank holidays. We give extra mandatory holidays to cover our Christmas period, which usually covers 4 or 5 days).
  • Enhanced paternity and maternity pay.
  • Budget for co-working spaces and office equipment.
  • 5 paid days to cover the provision of care for a sick dependant.
  • Company away days.
  • Budget for cafe visits each month.
  • Budget for training and conferences.
  • Up to 5 unused holiday days to be carried over to the next year.
  • An annual allowance for attending Bookwhen-hosted classes and courses.
  • 4-week sabbatical paid at 50% of your salary after 3 years of service.
  • Monthly well-being budget.
  • Annual paid charity day.

Our Diversity, Equality and Inclusion policy:

Bookwhen is proudly an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sexual orientation, gender identity, national origin, veteran or disability status.