Trip Support Intern (out of hours)

We’re looking for a customer-centric support superstar to delight our customers during their holidays. You’ll be the first line of support for our travelling customers, offering advice, solving problems and sometimes simply admiring photos or offering recommendations via WhatsApp, phone and email. When disruption and delays occur, you’ll offer support and solutions, and you’ll be on hand to increase their holiday enjoyment however you can with fast, positive replies, earning five star reviews and building long term relationships.

During quieter periods with fewer departures and disruptions, you’ll support the wider trips team with their pre-trip preparations, but the experience of our travelling customers will always be your first priority. You’ll also advocate for the customer by sharing and acting on feedback to improve our overall customer experience.

This is an out of hours role. From Monday to Friday you’ll work 4-10pm GMT on WhatsApp, email and phone support, and on Saturday you’ll work flexibly and reactively, covering WhatsApp 10am-12pm GMT and the emergency phone for the full day.

We’re the world’s first tech platform for flight-free holidays. We help people love their journeys, and are proud to be a certified B Corporation. Founded in March 2020, we've booked over 5,000 people onto flight-free trips with 97% five star reviews, and regularly appear in mainstream press from the Times to the Guardian. We’re growing 4x year on year, and have no plans to slow down until flight-free travel is mainstream.

Your key responsibilities include ensuring the smooth running of Byway trips, including customer communications, managing disruption and using customer feedback and insights to advocate for product development. You will use your outstanding customer service skills to delight our customers and maintain our five-star review record. You will handle complex WhatsApp, phone and email enquiries from travelling customers, providing solutions to transport and accommodation issues. You will liaise with our accommodation and travel supply partners to make last minute changes and collaborate in problem solving when needed. You will share customer feedback and advocate for tech improvements that will improve the customer experience.

We’re looking for someone with experience delighting customers and earning great reviews. You should be comfortable with problem solving and communicating confidently in tandem in time-pressured and challenging situations. You should have perfect written and spoken English, and an excellent phone manner. A strong attention to detail and superb time management skills are also required. Belief in our mission and a passion for sustainability and flight free travel is also important.

Experience working with CRMs and CMSs and fluency/proficiency in French, Italian, Spanish and/or German would be great but isn’t required.

We offer £25,000 p.a. (London salary, but work from anywhere). This is a remote-first working role (2 days/month in our London office - at your own expense. Min. 9 of 12 months per year). We also offer mentorship from across our team.

Please apply here with your CV and a short covering letter. We're more interested in your covering letter than your CV. We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.

The process includes a short in-tray exercise, a 15 minute call with Becca, the hiring manager, a 30 minute call with Izzy, our Trips Executive, and a final interview with Becca and Cat, our founder/CEO. We offer flexible scheduling for our multi-stage interview process and are open to adjustments based on candidate needs.

Applications close 10th March and the start date is 1st April.