Junior Product Support Specialist: 1-year fixed-term maternity cover

Job Description

• Full-time, 1-year fixed-term Maternity cover.  
• Mon to Fri (9am - 5:30pm UK Time, with 1-hour lunch)
• Remote (Work from anywhere within the UK)
• Starting as soon as possible
• £25,000 - £29,000

Who is Bookwhen?

Bookwhen is a flexible and affordable booking solution used by thousands of businesses worldwide. We support a diverse range of event organisers, helping them turn their hobbies and passions into successful businesses. Learn more about us.

How do we approach our work?
We’re a small team with big values. We are empathetic, passionate, inquisitive and clear, and deliver exceptional customer experiences. You can learn more about how we work together and with others in our Code of Conduct.

💛 Bookwhen Glassdoor reviews

Why Bookwhen needs you

We have an exciting opportunity for a full-time, fixed-term maternity cover role. We’re looking for someone who is technically minded, empathetic, and comfortable owning all aspects of Bookwhen customer support interactions. This includes live chat, email, 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.

Requirements

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. 
• Our main support is via live chat and email, with video chat available when needed.
• 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 on new conversations via live chat/email and 1 day off live support to focus on follow-ups, Facebook Community posts, 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.
• Supporting the interaction quality and improvement of our AI-powered support bot.

What you’ll bring:

• 1+ years of customer support experience managing Live Chat and email (not phone or queues)
• 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 comprehension, written and verbal communication skills
• Understand and deliver great user experiences
• Balancing a diverse range of customer query types
• You can stay cool under pressure when the inbox is busy

It would be a bonus if you also:

• Have experience in a SaaS business
• Can speak another language (Spanish would be great!)
• Have experience working in a remote team

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

Interview Process:

• Stage 1: Anonymous CV screening by the line manager
• Stage 2: Shortlisted candidates will have a one-to-one, 15-20-minute phone call with CX Manager. (If successful at this stage, you'll need to complete a couple of assessments.)
• Stage 3: Video call - Interview with the CX Manager or Head of CX, including a technical task. 
• Stage 4: - Video call to meet the Founder and the CX team
  
  👀 You can read more about us and the recruitment process here. Please let us know if you require any reasonable adjustment which would support your success throughout our interview process.

Benefits

• Annual leave - 38 days per year (including optional bank holidays - you’ll need to save leave for Christmas Day, Boxing Day and New Year’s Day when we are closed)

• Working remotely within the UK
• Salary sacrifice pension scheme
• Health insurance through Vitality
• Tax-free homeworking budget of £26, paid directly to your account each month
• Bi-annual full company social away days
• Regular support team meet-ups 
• Enhanced paternal/maternal leave
• Budget for training and conferences
• £20 birthday voucher from Huggg
• Early Friday finish during Summer
• Paid annual charity day
• An annual £150 allowance for attending Bookwhen-hosted classes and courses, including for friends and family
• 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.