We’re looking for a Customer Support Team Lead

We're welcoming internal applications for the new position of Customer Support Team Lead. Eligible candidates will have significant experience of supporting customers pre- and post-sale as well as experience of effective complaint management and resolution.

As our Customer Support Team Lead, you'll maintain our excellent customer experience record by triaging our customer emails and phone calls in a timely and expert manner, building trips our customers will love, and supporting them with post-booking enquiries, as well as supporting and guiding a team of Executives and Interns to do the same. You’ll handle team escalations, manage team development and take care of weekly rotas and holiday resourcing. You’ll use customer and team feedback to drive product improvements.

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 7,000 travellers onto unforgettable holidays, with 97% of five-star reviews. We’re growing 3x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times.

Your key responsibilities

• Lead Customer Support quality, ensuring all customer support SLAs are consistently met.

• Make sure that rotas and daily resourcing are arranged so that there’s always enough cover.

• Handle pre-booking phone and email enquiries, help our customers-to-be book the perfect trip by answering their questions and use our dynamic packaging technology to make changes to their trips or build new trips of your own.

• Use your outstanding customer service skills to delight our customers and maintain our five-star review record, dealing with post-booking enquiries from customers, providing solutions for transport and accommodation issues, managing disruption and processing customer feedback and insights to advocate for product development.

• Line manage Customer Support Executives and Interns, maintaining team happiness, driving performance and supporting them to succeed at pre- and post-booking customer support.

• Manage customer escalation calls and email threads effectively, ensuring timely resolution and providing guidance to the team in making informed decisions on escalations.

• Analyse customer queries, sharing data and insights and using them to introduce/advocate for processes/technologies/tools for further automation, and act as a business owner for technical developments.

What we’re looking for

• Experience managing customer comms, including pre-sale and post-booking support, ideally for flight-free travel products.

• People management skills with the ability to support teams in handling customer escalations effectively.

• Comfort problem-solving and communicating confidently in tandem in time-pressured and challenging situations.

• Perfect written and spoken English and an excellent phone manner, even in pressured situations.

• An extraordinarily high level of ownership and accountability with superb attention to detail.

• Excellent time management skills.

• Belief in our mission and a passion for sustainable travel.

• Flexibility to work outside regular 9am-6pm hours, with potential for weekend and/or evening work as needed

What we offer

• £31,000-£34,000 p.a depending on experience

• Company ownership through equity

• Remote-first, flexible working:

  • 20 days wherever: work when you like and where you like for most of the month - we’ll fund a day a week in a coworking space

  • 2 days together: join our team in the London office two days each month (a couple of exceptions per year is fine!)

• One cost-price Byway holiday per year and agency rates with Eurostar for you and your family/friends

• An annual autumn Away Afternoon and optional Weekend Away in spring