• Full time - Mon to Fri (9am - 5:30pm GMT)
• Remote (Work from anywhere within the UK)
• Starting ASAP
• £23-26k

Do you love helping people turn their passions into businesses? Join our growing team as a Junior Product Support Specialist and deliver excellent customer service.

What is Bookwhen?

Bookwhen is a flexible and affordable booking solution used by thousands of businesses 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. Our biggest motivator is helping our customers optimise our booking system to turn their passion into a business.

Initially founded in Oxford, UK, we are a remote-first business, giving our team flexibility in their location within the UK. We aim to meet and spend time together as a whole company at least twice a year, strongly emphasising genuine work-life balance.

You can read more about us and the recruitment process here

Bookwhen Glassdoor reviews

How we approach our work

Our small team comprises passionate people who love what they do. We're a group of creative thinkers focused on quality and collaboration. These values define how we approach our work every day:

• Empathetic: We believe in the power of empathy to drive positive change and create meaningful connections.
• Passionate: We embrace the transformative power of passion to fuel our purpose and drive exceptional results.
• Inquisitive: We foster a culture of inquisitiveness, celebrating curiosity and encouraging exploration.
• Clear: We value clarity as a guiding principle that promotes transparency, understanding, and effective communication.

Why Bookwhen needs you

We have an exciting opportunity for a person to join our team full-time. We’re looking for someone who is technically minded, empathetic, and comfortable owning all aspects of Bookwhen customer support interactions, including live chat, email, phone/video calls and social media contact. As the face of Bookwhen, you will maintain our excellent service reputation and help our customers get the most from the product.

What you’ll be doing

A typical day will involve:

• Offering first-line product support by answering customers’ questions, and investigating issues they’re experiencing.
• Deliver clear, supportive and outstanding support.
• Speaking with potential new customers who are browsing the site and answering product questions they may have.
• Triaging bugs, passing development requirements on to the product team, and communicating with developers on new releases and investigations.
• Each week, you will spend 4 days mainly focused on live chat and one day off live support to focus on any follow-ups, training and other projects.
• You’ll have regular check-ins with your line manager and be encouraged to collaborate on projects with the wider team.

What you’ll bring:

• 1+ years of customer support experience
• Love tech and problem-solving
• You can work independently but also enjoy collaboration
• High emotional intelligence and consider yourself to be emotionally resilient
• Welcome feedback and understand how it benefits your own and others' development
• Excellent written and verbal communication skills
• Understand what makes a great user experience

It would be a bonus if you also:

• Have experience in a SaaS business
• Have a background in sales and/or marketing
• Can speak another language (Spanish would be great!)
• Have experience working in a remote team
• Have worked on live chat

Even if you don’t meet all the criteria above, please apply. We’d love to hear from you and are looking for the right fit above anything else!

We cannot offer visa sponsorship, and you must be able to work in the UK.

Interview Process:

• Stage 1 - Phone call - CV Walkthrough with CX Manager or Head of CX
• Stage 2 - Video call - Interview with both CX Manager or Head of CX. (If successful at this stage, you'll need to complete a couple of assessments).
• Stage 3 - Meet Founder and the CX team

• Annual leave - 38 days per year (including optional bank holidays)
• Working remotely within the UK
• Salary sacrifice pension scheme
• Health insurance through Vitality
• Budget for co-working spaces and office equipment
• Bi-annual full company social away days
• Regular support team meet-ups
• Enhanced paternal/maternal leave
• Budget for training and conferences
• Birthday voucher
• Early Friday finish during Summer
• Paid annual charity day
• An annual allowance for attending Bookwhen hosted classes and courses
• Access to employee perks and discounts through our HR platform

Equal Opportunity

We are an equal-opportunity employer and believe in the power of a diverse, inclusive team.

We welcome all applications from all suitably qualified people, regardless of race, sex, disability, religion/belief, sexual orientation or age.

Please let us know if you require anything which would enable your success throughout our interview process.