Customer Support Assistant (Remote)

We're on a mission to inspire people to live a more adventure-rich life, help a global community of local and independent businesses to make a great living doing what they love, and protect our world’s wild places in the process. 

Our multi-award-winning adventures are continually rated 5* by our community of loyal customers, we’re backed by some of Europe’s leading investors and entrepreneurs, and are proudly part-community owned. We’re rated one of the worlds ‘Top 100 Great Organisations to Work For’ by Escape the City, won ‘Best for Experiences 2022’ at the Travolution Awards, and are proud to be B-Corp certified.

So if you get a kick out of supporting independent businesses around the world and are in your element trekking, cycling, climbing mountains, kayaking or something equally exciting, you are in the right place. 

THE ROLE

We’re looking for a Customer Support Assistant to join the post-booking side of our Customer Experience Team here at Much Better Adventures.

Working alongside the other members of the post-booking team & our operations team, you will ensure the smooth running of our local host’s adventure trip departures all around the world. 

You will be responsible for the successful delivery of the essential administration tasks required of an adventure travel company. This includes supporting our local hosts by ensuring all bookings are fully paid and all passenger information is complete, and assisting with support requests. You will also support our customers by ensuring they receive prompt answers from our hosts to questions and requests on their bookings, by issuing required documentation, and by being the first point of contact for any post-booking queries our hosts cannot answer. Your administrative work will ensure our exceptional customer service standards and industry-leading feedback scores are upheld across the platform as we scale.

This entry-level position offers a fantastic opportunity to grow your career within the adventure travel industry, with potential to take on more responsibilities as you develop.

Hours:
32 - 40 per week - we are open to part-time applications for a minimum of 32 working hours per week.
Salary:
£20,000 - £24,000, plus annual performance-based bonus, stock options and other benefits

Each day you’ll be...
Supporting our customer experience & operations teams and our customers & our local hosts by:

• Producing confirmations, certificates and invoices for travellers who require these documents in order to travel to the wild destinations our trips take place in.
• Ensuring all bookings have complete passenger information and are fully paid.
• Responding to customer & host support requests with thoughtful and accurate replies; delivering the hassle-free customer experiences we’re renowned for. 
• Ensuring no customer waits more than 24 hours for a response from our team or our local hosts.
• Supporting our sales team with any essential admin to enable our customers to book our adventures. 
• Creating WhatsApp groups for our adventurers to get to know each other and share content of their experiences.
• Gathering & moderating customer content & reviews about their experiences, so we can continually improve the adventures in our collection.
• Assisting our finance team with payment queries, booking amendments and producing documentation. 
• Working alongside the existing customer experience team to ensure a consistently clear, friendly and positive pre-travel experience is delivered at all times for our customers.

The key skills we are looking for are:

1. Organisation & prioritisation 
2. Time management 
3. Attention to detail & confidentiality
4. Self-drive & taking the initiative
5. Flexibility, adaptability and problem solving
6. Communication & empathy
7. Computer literacy
8. Teamwork

You should apply if

• You are looking for a career in the adventure travel industry and are eager to learn.
• You have a passion for adventure travel and are familiar with small group travel experiences.
• You are highly organised, skilled at time-management and able to prioritise effectively.
• You have exceptional attention to detail and focus. You are able to keep track of multiple administrative tasks each day and ensure they are completed accurately, efficiently and on time.
• You are self-driven and able to work independently with minimal supervision as part of a fast paced, high volume, remote team.
• You take the initiative, anticipate issues and find effective solutions to administrative challenges.
• You have a willingness to adapt to changing priorities and can handle unexpected tasks or interruptions with a positive attitude.
• You have exceptional written & spoken English, with a warm and friendly personality that gets our customers excited about their adventures.
• You are a great listener and emotionally intelligent. You empathise with others easily and are able to adapt your conversations to deliver personal experiences.
• You understand the importance of confidentiality & discretion when handling sensitive information.
• You have experience using Excel/Google Sheets + Word/Docs + PDFs.
• You pick up new technologies quickly and are always striving to be as efficient and autonomous as possible. (Previous experience using HubSpot is a definite bonus.)
• You are a team player and what we’re doing here at MBA excites you!
  
  

We’re a bunch of team-players, so it’s important you’re happy getting involved in tasks (big or small) outside your remit when required. As a fast growing business your responsibilities may change but we always look to promote from within and provide opportunities to develop your career based on your personal ambitions.

We’re building a team of super talented, passionate and ambitious people. We are committed to building an amazing place to work and you can expect:

• Fully remote working (within GMT +/- 2)
• Using Apple products & cloud based software such as Slack, Notion, Google Workspace, plus budget for home-working setup and access to co-working spaces.
• 38 days holiday (inclusive of public holidays)
• Annual company performance-based bonus
• Employee share option scheme - everyone is a part-owner here
• Pension scheme - a matching, salary sacrifice scheme
• Yearly company-wide adventure meet-up
  (previous destinations include the Norwegian Fjords, Tatras Mountains of Slovakia & the Picos de Europa in Northern Spain)
• The chance to travel - with a free adventure in your first year, plus staff discounts & budget to join adventures each year
• Family & friends discount
• An entrepreneurial and creative environment where great ideas are actively encouraged, and taking responsibility for them is expected.
• The warm fuzzy feeling that comes with knowing you are making a huge difference to small independent business, local economies and communities. 
  

The details:

Closing date: 11:59 pm Sunday 01 September

The application process consists of a short video interview, a written exercise and longer video interview - all conducted remotely.

Remote: 

If you see ‘London’ this is just where we are registered, but not where we are based.
You can be based where you like in the UK/EU within 2hrs of GMT. We’re spread all over.

Please note: we reserve the right to close the job early should we find an ideal candidate to fill the position.

We are an equal opportunities employer and strongly encourage applications from a diverse range of backgrounds to put their name in the hat. Our flexible remote working arrangements exist to support everyone in the team to achieve that all-important work/life balance.