Customer Support Specialist (Remote)

We're on a mission to inspire people to live a more adventure-rich life, help a global community of local and independent businesses to make a great living doing what they love, and protect our world’s wild places in the process.

Our multi-award-winning adventures are continually rated 5* by our community of loyal customers, we’re backed by some of Europe’s leading investors and entrepreneurs, and are part-community owned. We were named ‘Best for Experiences’ at the 2022 Travolution Awards, and are proud to be B-Corp Certified.

So if you get a kick out of supporting independent businesses around the world and are in your element trekking, cycling, climbing mountains, kayaking or something equally exciting, you are in the right place.

THE ROLE

We are looking for an experienced Customer Support Specialist to join our Customer Experience Team. You will be responsible for providing support to our new and existing customers and upholding our exceptional customer service standards and industry-leading feedback scores as we scale. Previous experience in the adventure travel / travel industry, or in a fast-paced high-volume e-commerce company is highly favourable.

Is this you?

• You love group travel and outdoor adventures
• You are a great communicator and love talking about all things adventure travel
• You are a "people person" and thrive in fast-paced environments where no two days are the same
• What we're doing here at MBA excites you!

Each day you’ll be…

• The first point of call for all adventure queries on the phone, live chat, social media and email; enabling our customers to successfully book the hassle-free experiences we’re renowned for.
• Converting a high rate of enquiries into new bookings and answering pre-departure questions from our customers.
• Working in conjunction with our local hosts around the world to manage existing bookings & ensure a consistently clear, friendly and positive booking experience is delivered at all times for our customers.
• Ensuring no customer waits more than 24 hours for a response from our team or our local hosts.
• Problem solving customer barriers to booking and issues with the platform.
• Composing thoughtful and accurate replies to customer and host questions.
• Monitoring and controlling numerous tasks and issues simultaneously.
• Sharing your customer insights and experiences with the rest of the team to ensure we’re continuously improving our user experience.

Details:

• Hours: 40 per week
• Rota: Tuesday - Saturday: 9am - 5pm (GMT)
• Salary: £25,000 - £28,000 depending on experience, plus stock options and other benefits
• Location: Remote

Requirements

You should apply if:

• You have previous experience in customer support in the adventure, travel or outdoor sector; or you have a background in customer service in the e-commerce sector.
• You love talking to new people and have a passion for adventure travel.
• You have exceptional written & spoken English, with a warm and friendly personality that gets our customers excited about their adventures.
• You are a great listener and emotionally intelligent. You empathise with others easily and are able to adapt your conversations to deliver personal experiences.
• You’re focused, experienced at managing multiple tasks simultaneously and can prioritise the most important.
• You are self-driven and be able to work independently as part of a remote team.
• You pick up new technologies quickly and are always looking at ways to improve how you work. (Previous experience using HubSpot is a definite bonus.)
• You are a team player and what we’re doing here at MBA excites you!

Benefits

• Fully remote working (within GMT +/- 2)
  Using Apple products & cloud based software such as Slack, Notion, Google Workspace, plus budget for home-working setup.
• 38 days holiday (inclusive of bank holidays).
• Company-wide adventure meet-ups.
• Annual company-performance based bonus.
• Employee share option scheme - all employees are part-owners here.
• Pension scheme
• The chance to travel - with a free MBA trip in your first year.
• A generous annual travel voucher to spend on an MBA trip(s).
• Staff discount plus family & friends discount.
• Budget to set up a remote working space and access co-working spaces.
• An entrepreneurial and creative environment where great ideas are actively encouraged, and taking responsibility for them is expected.
• The warm fuzzy feeling that comes with knowing you are making a huge difference to small independent business, local economies and communities.

The details:

• Closing date: 11:59pm Sunday 15 October
• Application process: The application process consists of a short video interview, followed by a written exercise and longer video interview.
• Remote: If you see 'London' this is just where we are registered, but not where we are based. You can be based where you like in the UK/EU within 2hrs of GMT. We’re spread all over.
• Please note:
  We reserve the right to close the job early should we find an ideal candidate to fill the position.

We are an equal opportunities employer and strongly encourage applications from a diverse range of backgrounds to put their name in the hat. Our flexible remote working arrangements exist to support everyone in the team to achieve that all-important work/life balance.