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: What you'll be doing:

-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.

Please note, this is a non-exempt paid an hourly rate.

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.
• Must be available to work Monday-Friday in line with a CT timezone (8:30am to 5pm)

Benefits

The Booksy benefits we offer are:

• Comprehensive health, dental, and vision coverage.
• Company paid STD, and $25,000 Basic Life.
• Voluntary LTD.
• 401k - 50% match up to 6% of contributions paid annually/ 3-year vesting period.
• PTO - Exempt employees - unlimited with manager approval.
• Parental Leave - 12 weeks of paid leave.
• EAP (Employee Assistance Program).
• Voluntary Pet Insurance through Fetch.
• Booksy benefit $50 per month to use on services in our app.
• Discounts via Perkspot.
• Remote work with flexible work schedules. (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).

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 and evolving company 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're a driven self-starter, with initiative and the motivation to grow your career in an environment that's rapidly changing as we scale-up globally, then the chances are that you'll love it 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.