Customer Support Advisor (UK market) (m/f/d)

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 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, if being 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 likely to love it here. The people you’ll like to work with and things you'll enjoy impacting: As a Customer Support Advisor in Poland (UK Market) reporting to our Customer Support Manager in our Customer Support team, your purpose will be to act as the primary, empathetic point of contact for our B2B merchants and partners across the United Kingdom. You will be instrumental in delivering rapid, world-class resolutions via chat, email, and phone and ensuring a seamless, highly responsive experience that drives customer trust and retention. What you'll be doing: Omnichannel Customer Support: You'll handle incoming queries from our UK-based merchants and customers across multiple channels, including live chat, email, and phone calls. You will ensure that every interaction is met with high empathy, clarity, and speed, maintaining our strict response time targets. Technical Troubleshooting & Problem Solving: You'll diagnose customer issues on the spot, using our internal admin tools and systems to troubleshoot account setups, calendar syncs, and transaction issues. You'll turn confusing technical friction into simple, clear solutions for our business partners. CRM & Ticket Administration: You'll meticulously document all customer interactions, troubleshooting steps, and resolutions within Salesforce and our support platforms. You will ensure high data integrity, leaving clean trails for your team members and senior support experts. Voice of the Customer Advocacy: You'll act as the direct link between our UK users and our product teams. When you spot recurring bugs, payment anomalies, or opportunities for platform improvement, you'll proactively document and escalate them to ensure our product gets better every day. Continuous Support Optimization: You'll participate in team syncs to refine our messaging templates, internal macros, and support playbooks. You will actively collaborate with colleagues to share best practices and help build a highly efficient, supportive, and stress-resilient team culture. Essentially, to ensure you succeed in this role you’re going to need: Elite English Language Proficiency: Fluency in English at a minimum C1 level (or Native) is mandatory. You must possess flawless written and verbal communication skills, with a keen eye for tone of voice, UK spelling, grammar, and punctuation. Proven Customer Support Experience: Background in digital customer support, customer success, helpdesk, or a similar client-facing environment, ideally supporting international or Western markets. Excellent Written & Chat Capability: Outstanding speed, accuracy, and composure in live chat environments, with the ability to manage multiple conversations simultaneously without losing quality. Analytical & Tech-Savvy Mindset: The ability to quickly learn complex internal tools, navigate database admin panels, and systematically troubleshoot technical problems. High Resilience & Ownership: A positive, proactive attitude with a strong sense of personal responsibility for solving a customer's problem end-to-end, even during peak volume hours or under tight targets. Strong Collaboration & Team Spirit: A cooperative attitude, willingness to learn, and comfort working in a fast-paced, highly communicative, and globally distributed team setup. It will also help you to have: Experience working with customer support metrics and platforms such as Salesforce, Zendesk, Zowie, or Admin panels. Prior experience in a high-growth SaaS, fintech, or digital marketplace scale-up. Familiarity with the UK hair, beauty, or wellness industry landscape. Some of the Polish benefits we offer are: Fully remote position – We take pride in being a globally distributed, remote-first team; Private medical care from Allianz Health (subsidized by Booksy); Life insurance from Uniqua (covered by Booksy, employee cost- 1 PLN); Multisport card (voluntary and unsubsidized, diverse packages to choose from); Online consultations with Psychologist Booksy (fully subsidized by the company); Access to English online language training (Speexx); Employee wellbeing platform: Worksmile (employees can redeem shopping vouchers); Happiness Team initiatives. 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.