Customer Support Specialist (UK) at Selfbook

United Kingdom

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, Software, Artificial IntelligenceIndustries

Requirements

Candidates should have 2+ years of experience in a technical support or customer support role, with proficiency in support tools like Intercom and Slack. Exceptional written and verbal communication skills, strong problem-solving abilities with meticulous attention to detail, and the capacity to remain calm, patient, and empathetic are essential. Experience with real-time customer interactions via email, calls, and chat, comfort in a fast-paced startup environment, and a proactive approach to improving support processes are also required. Experience in legal tech or with AI/SaaS products, and previous experience creating customer-facing documentation or video tutorials are considered advantageous.

Responsibilities

Respond to customer inquiries and resolve technical issues via support tickets and live chat during specified business hours, using empathy and efficiency. Book 1:1 calls for in-depth troubleshooting or training, and promote group webinars. Independently resolve issues or collaborate with the Engineering team as needed. Identify patterns in customer feedback to recommend product or process improvements. Conduct Zoom group training sessions and answer customer questions in real time. Create and update Help Centre articles, how-to videos, and other educational materials. Strive to meet departmental OKRs and goals, including Gross Revenue Retention, CSAT score, and response/resolution time metrics. Support with other required responsibilities and projects.

Skills

Customer Support

Technical Support

Live Chat Support

Problem-Solving

Communication

Empathy

Zoom

Help Center Management

Video Creation

AI Tools

Selfbook

Streamlines hotel bookings and payments

About Selfbook

Selfbook provides a range of products aimed at improving hotel bookings and payment processes in the fintech and hospitality sectors. Its main offerings—Station, Direct, and Express—work together to automate the booking and payment experience, making it easier for hotels and their guests. These products help streamline the booking process, allowing guests to enjoy features like instant room upgrades and premium booking options. Selfbook operates in nearly 20 countries, which gives it valuable insights into booking trends and user behavior. Unlike many competitors, Selfbook focuses on a comprehensive product suite that integrates smoothly with existing hotel systems, generating revenue through subscription fees and transaction-based charges. The goal of Selfbook is to enhance the guest experience while helping hotels increase booking conversions and drive additional revenue.

New York City, New YorkHeadquarters

2018Year Founded

$38.9MTotal Funding

SERIES_ACompany Stage

Fintech, Consumer GoodsIndustries

11-50Employees

Risks

Increased competition from fintech startups could threaten Selfbook's market share.

Decline in travel startup funding may limit Selfbook's future investment opportunities.

Rapid evolution of payment technologies requires continuous adaptation from Selfbook.

Differentiation

Selfbook integrates seamlessly with existing hotel systems, enhancing booking and payment processes.

The platform supports all global credit cards, digital wallets, and alternative payment methods.

Selfbook's products, Station, Direct, and Express, automate booking and payment orchestration.

Upsides

Selfbook's global reach spans nearly 20 countries, offering insights into booking trends.

The rise of digital wallets and BNPL services boosts demand for Selfbook's platform.

Strategic investment from Amex Ventures supports Selfbook's growth and global presence.

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