Customer Support Advisor (chat) - US market

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.

Your responsibilities:

• Provide assistance and respond to inquiries from US-based business customers through chat and email, offering technical support for the app.
• Handle customer inquiries and manage data through internal systems.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Report issues to the technical support team.
• Continuously improve your understanding of the app and enhance your customer service skills.

Requirements:
We are looking for someone who can demonstrate:

• Availability to work at least 20 days per month, including a 24/7 shift rotation. This includes mainly afternoons (2 PM - 10 PM), nights (10 PM - 6 AM), weekends, and holidays.
• Fluency in English, both spoken and written (Advanced level C1 or higher).
• Excellent interpersonal skills with a customer-focused mindset.
• 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.

It will also help you to have:

• Communicative level of Spanish.
• Experience in customer service, technical support, e-commerce, or any app-based company.
• Interest in the e-commerce field.

Benefits:
Some of the benefits we offer are:

• We're proudly distributed across the globe, with each market being remote-first. Depending on which market you're joining, you might have office access or be fully remote - either works. All we ask is that you're based in the country/region this role is advertised in.
• 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 (i.e. Worksmile).
• Happiness Team initiatives.

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A bit about Booksy:

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.

Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.

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 [email protected], so we can best support you.

How AI helps us find great people

Think of our AI tool as a really smart assistant for our recruitment team. Its job? To help us move faster, stay consistent, and make sure no great candidates are overlooked.Every application goes through the same AI review to help us spot skills that match the role - but don’t worry, AI never makes the decisions. Real people do. Our recruiters and hiring managers handle every final call. And we regularly review how the tool is used to keep things fair, ethical, and compliant with data protection laws. Curious about how it works? You can always ask how AI was used in your application - it won’t affect your chances in any way. If you have questions, just drop us a note - we’re happy to explain more.