Customer Support Contractor
1 day ago
**Company Description** We help holidaymakers love their journeys**
We're not just another travel company - at Byway, we're pioneering 100% flight-free holidays with Journey AI, the world’s first tech for journey-based trips. We’re a certified B Corp committed to making flight-free travel mainstream. Since our inception in March 2020, we've booked 10,000 travellers onto unforgettable holidays, with 96% of five-star reviews. We’re growing 2-3x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times.
**Job Description** We’re looking for a Customer Support Contractor**
We’re looking for a customer-centric superstar based in Asia (ideally GMT +7) to join our team as a part-time contractor. You'll be an essential part of our customer experience, helping us cover emergency phone lines and supporting our wider team during the early hours of the morning.
You’ll be the first point of contact for our customers during these key hours, assisting with urgent enquiries, managing disruption and supporting the wider team with sales and communications when the emergency line is quiet.
**Qualifications** Key responsibilities**
- Ensure the smooth running of Byway trips, customer communications, managing disruption and using customer feedback and insights to advocate for product development.
- Answer time-sensitive calls on our emergency phones during European night hours to support our customers with disruption, and be an ambassador for Byway’s five-star service at a potentially highly-stressful time.
- Introduce/advocate for processes/technologies/tools for further automation, and act as a business owner for technical developments.
**What we’re looking for**
- Significant experience delighting customers with fantastic customer experiences and earning great reviews.
- Experience in providing a duty-phone or emergency-phone service to customers or clients
- Comfort problem-solving and communicating confidently in tandem in time-pressured and challenging situations.
- Perfect written and spoken English and an excellent phone manner.
- An extraordinarily high level of ownership and accountability with superb attention to detail.
- Availability to work 20-40 hours (we have some flexibility) including from 5 am until 10 am from Tuesday to Friday, and from 5 am on Saturday until 8 am on Sunday.
- Ability to work independently while our European office is closed.
- Ability to follow escalation processes with confidence, but taking initiative for time-sensitive matters when needed.
**Additional Information** What we offer**
- Remote-first working
**Interested?**
**How to apply**
**The process**
**Applications close**
Friday 27th of January.
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