Customer Service Representative (US market)

Job Description

Booksy is in the business of making people feel great about themselves.

Working here means you're helping people around the world every day. From empowering entrepreneurs to succeed, to supporting their customers to arrange 'me time' moments, we help people thrive and feel fantastic.

As a member of the Booksy team, you’ll be part of a global network of over 800+ passionate individuals working together to support and elevate the success of small business owners. 

Working in an ever-changing, scale-up where things are messy, and resources are limited isn't for everyone. If you thrive in a stable environment with big budgets, clear processes and structures then, we've got to be honest, we’re probably not for you. However, if you love bringing order to chaos, inventively solving problems, and prioritizing your own path within ambiguity, then you're going to love us.

What do we need?

As we continue to scale and develop our CS department, we are looking for a Customer Service Representative (US market) to support our business clients by addressing their inquiries and ensuring a smooth experience with our platform. This role involves working closely with the US-based customer base, ensuring top-quality service and timely resolutions.

• You can provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app; and replying to email inquiries.

• Handle customer interactions to resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via CRM.
• Effectively multi-task and manage a large volume of calls.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Report issues to the technical support team and provide timely feedback to the company through designated channels regarding service, bug, or provider concerns.
• Continuously improve your understanding of the app and enhance your customer service skills.
• Work respectfully with peers, other teams, and departments while maintaining a positive, empathetic, and professional attitude at all times.

Requirements

We are looking for someone who can demonstrate:

• Availability to work Monday-Friday aligning with with a CT timezone and the phone line’s opening hours (4pm- midnight CET)
• Fluency in English (Spanish would be an added plus!)
• At least 2+ years of customer service and/or technical support experience, preferably with technology/SaaS companies
• Strong knowledge of Windows, iOS, Android, web browsers, and GSuite
• Excellent interpersonal skills with a customer-focused mindset.
• Ability to combine technical “know how” with exceptional soft skills including but not limited to strong empathy, patience, communication and listening skills
• Ability to adapt quickly and handle challenging situations as they arise.
• Comfortable working under time pressure.
• Willingness to collaborate with an international team and adapt to different cultural norms.

Benefits

Some of benefits we offer are:

• This is a remote position with occassionally visits in the Warsaw office.
• Private medical care from Allianz health (subsidized by the company - various packages to choose from).
• Multisport card (voluntary and unsubsidized - various options to choose from).
• Additional life insurance from PZU (voluntary and unsubsidized).
• Pethelp (voluntary and unsubsidized).
• Online consultations with Psychologist Booksy (fully subsidized by the company).
• Wellbeing tools (Worksmile and Officevibe).
• Happiness Team initiatives.

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Our Diversity and Inclusion Commitment:

We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at belonging@booksy.com, so we can best support you.

Kindly submit your application and CV in English to ensure it is successfully reviewed.