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

Oxford, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

29000.0

Posted On

19 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Live Chat Support, Email Support, Video Calls, Social Media Contact, Product Support, Issue Investigation, Bug Triaging, Communication, Emotional Intelligence, Resilience, Feedback Reception, Problem-Solving, Technical Minded, User Experience, SaaS Experience, Remote Team Work

Industry

technology;Information and Internet

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. 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. 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.

Responsibilities

The role involves providing first-line product support primarily via live chat and email, answering customer questions, and investigating reported issues. Responsibilities also include triaging bugs, communicating development requirements to the product team, and supporting the quality improvement of the AI support bot.