Customer Support Advisor US (Phone) - Bilingual English/Spanish

Your career as a Customer Support Advisor (phone) at Booksy will give you the opportunity to be our customers' reliable partner, offering them support and ensuring a smooth, exceptional experience with our platform.

Working as part of a team that values human connection, you'll be the voice of Booksy for our US-based business customers. Your focus will be on delivering top-quality service that goes beyond simple resolution, empowering beauty, health, and wellness professionals to succeed.

The people you’ll enjoy working with and the areas where you’ll make an impact:

• You'll provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app.
• You'll handle email inquiries and effectively multi-task to manage a large volume of calls.
• You'll resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via our CRM (Salesforce).
• You'll maintain a positive, empathetic, and professional attitude toward customers at all times.
• You'll report critical issues to the technical support team and provide timely, valuable feedback to the company regarding service, bug, or provider concerns.
• You'll continuously improve your understanding of the app and enhance your customer service skills.
• You'll work respectfully with peers, other teams, and departments, maintaining a positive attitude at all times.

Requirements:
To succeed in this role, you’ll need:

• Customer service and/or technical support experience, preferably with technology/SaaS companies
• Fluency in English and Spanish.
• A proven ability to manage high-volume customer interactions (calls and emails) while maintaining quality and composure.
• Strong technical aptitude and ability to adapt quickly and handle challenging situations as they arise.
• A "People First" mindset, with clear empathy and a professional communication style.
• Strong knowledge of Windows, iOS, Android, web browsers, and GSuite.
• Ability to combine technical “know how” with exceptional soft skills including but not limited to strong empathy, patience, communication and listening skills.
• Comfortable working under time pressure.

Please note that while we are a remote-first company, this role will be based in the United States in the EST or CST time zone.

This is a non-exempt role that pays an hourly rate that equates to $45,000 - $50,000 base salary + the opportunity to bonus

Benefits:
Some of the US 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.
• Remote work with $50/month home phone/internet reimbursement.
• Comprehensive health, dental, and vision coverage with UHC.
• Company paid STD and LTD, and Basic Life Insurance at 1x salary.
• FSA/HSA's available - Booksy contributes $1,000/$2,000 to the HSA for employee/employee plus.
• Accident/Hospital/Critical Illness voluntary plans available.
• 401k - 50% match up to 8% of contributions paid annually/ 3-year vesting period.
• PTO - Exempt employees - unlimited with manager approval. Non-exempt employees - 160 hours/year (does not roll over).
• 12 Holidays observed.
• Parental Leave - 12 weeks of paid leave.
• EAP (Employee Assistance Program).
• Voluntary Pet Insurance through Fetch.
• Financial wellness tools through SoFi and Ladder.
• Discounts via Perkspot.
• Booksy benefit $50 per month to use on services in our app.

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.

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 .