Customer Support Advisor

As a Customer Success Advisor (Outbound) at Booksy, you'll be instrumental in ensuring our customers not only succeed with our product but also continue to grow their businesses with us. Your primary mission will be to proactively engage with customers, identifying opportunities to enhance their experience, prevent churn, and account reactivation through outbound communications. You'll be a vital link between Booksy and our valued customers, ensuring their long-term satisfaction and loyalty.

This dynamic role will see you actively reaching out to customers who show signs of churn risk, implementing retention strategies to keep them engaged and thriving. You'll work proactively to identify opportunities for upselling, collaborating with other Booksy teams to develop migration plans. A key part of your day will involve managing these customer relationships, conducting satisfaction surveys to assess the quality of customer service, and identifying areas for improvement. You'll be responsible for providing product support, managing payment issues, and handling reactivations.

In this dynamic position, you'll actively engage with UK customers who are showing signs of churn and implement retention strategies to maintain their engagement and success. You'll proactively identify upselling and cross-selling opportunities and will also be responsible for providing technical support when needed and identifying areas for improvement.

Requirements

Essentially, to ensure you succeed in this role you’re going to need…

• Proven, hands-on experience in customer success, retention/reactivation, sales or similar roles;

• Experience with CRM software like Salesforce, Zowie, Google Suite;
• Excellent communication, persuasion, and negotiation skills, with a talent for building strong, long-term relationships with B2B clients;
• Strong problem-solving abilities with a positive and proactive attitude. Team player;
• Demonstrable, repeated experience and success in organization and time management;
• Fluency or native in English because you will be working with UK B2B clients.

Nice to have:

• Experience in our industry.

Benefits

• This is a fully remote position within the UK, we take pride in being a globally distributed team;
• A holiday allowance of 25 days + public holidays + your birthday day off;
• Vitality Private Medical Cover (including dental and optical) with self-funded top up options for dependents;
• Access to Worksmile wellbeing app;
• Enhanced salary sacrifice pension scheme. Employee contributes 5% and Booksy matches at 5%;
• Life assurance (4 x your annual salary);
• Lifestyle discounts available through Vitality Program.

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 belonging@booksy.com, so we can best support you.

~ Booksy Team