Customer Support Specialist (Sales)

We’re an ambitious, remote-first travel scale-up, looking to expand our sales team with an exceptional Customer Support Specialist (Sales). If you love making happy holidays happen this is the role for you!

Read more about working at Much Better Adventures

The Role:

We’re looking for an experienced Customer Support Specialist to join the sales side of our Customer Experience Team. You will support the continued growth of our new sales & the smooth running of our local host’s adventure trip departures all around the world. Working alongside our existing Customer Experience team you will be responsible for providing booking-support to our new and existing customers and ensuring our exceptional customer service standards and industry-leading feedback scores are upheld across the platform as we scale. 

You’ll be the first point of call for queries and questions and love nothing more than speaking to our customers about which adventure they should book next. Previous experience in the adventure travel / travel industry, or in a fast-paced high-volume e-commerce company is highly favourable.

• Hours: 40 per week
• Rota: Sunday - Thursday 09:00 - 17:00 (GMT)
• Salary: £28,000 - £30,000
• Note: We also welcome applicants from those wanting to work part-time, but we require 80% (32 hours) minimum, with Sunday & Monday being mandatory working days.

Why you’ll love it here:

We’re driven by a shared passion for unleashing the transformative power of adventure. As part of a small, focused team, you’ll drive sales across multiple channels, collaborating closely with our sales & marketing teams and our post-booking & host operations teams. 

We believe in small, focused teams with clear missions, where everyone has a voice and can make a meaningful contribution. We embrace a culture of learning and improvement, constantly evolving how we work to suit the challenges we face. You’ll find a supportive, collaborative environment where ideas are valued, feedback is encouraged and shared success towards our ambitious goals is celebrated.

Key Responsibilities:

Each day you’ll be:

• The first point of call for all adventure queries on the phone, live chat, social media and email; enabling our customers to successfully book the hassle-free experiences we’re renowned for. 
• Converting a high rate of enquiries into new bookings and answering pre-departure questions from our customers.
• Working in conjunction with our local hosts around the world to manage existing bookings & ensure a consistently clear, friendly and positive booking experience is delivered at all times for our customers.
• Ensuring no customer waits more than 24 hours for a response from our team or our local hosts.
• Problem solving customer barriers to booking and issues with the platform.
• Composing thoughtful and accurate replies to customer and host questions.
• Monitoring and controlling numerous tasks and issues simultaneously.
• Sharing your customer insights and experiences with the rest of the team to ensure we’re continuously improving our user experience.

The Key skills we are looking for are:

• Organisation & prioritisation 
• Time management 
• Self-drive & taking the initiative
• Communication & empathy
• Flexibility, adaptability and problem solving
• Teamwork
  

• You have a passion for adventure travel & the activities in our adventure collection.
• You have firsthand experience of small group travel, especially travelling with strangers and connecting with new people.
• You have previous experience in customer sales in the adventure, travel or outdoor sector; or you have a background in sales in the e-commerce sector.
• You have a proven track record of achieving ambitious sales targets and key performance indicators.
• You love talking to new people and 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 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 challenges.
• 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 tasks each day and ensure they are completed accurately, efficiently and on time.
• 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 have a willingness to adapt to changing priorities and can handle unexpected tasks or interruptions with a positive attitude.
• You are a team player and what we’re doing here at MBA excites you!
  

Desirable skills:

• Experience using HubSpot
• Geography knowledge - time zones, cities, airports, currencies - the more you know about the world, the more you can support our customers with their queries.
• Travel industry knowledge - airlines, visas, vaccinations, insurance - the extra pieces of the puzzle our customers come to us for advice and our expertise.
• Experience working remotely - using tools like Slack, Aircall and Google Meet

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.

Experience Level: Junior / Entry-level

Reporting to: Customer Experience Manager

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:

• 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 businesses, local economies and communities.
• 38 days holiday per year (pro rata’d & inclusive of public holidays) - to be used when you like.
• Annual company performance-based bonus.
• A fully remote company with the team spread across the UK & Europe.
• Company-wide, adventurous meet-ups.
• Experience what we do: everyone goes on a free MBA trip within their first year.
• A £500 annual travel voucher to spend on an MBA trip/s.
• 30% Employee discount, plus 15% friends and family discount for MBA trips.
• Generous Pension scheme (UK employees only).
• Free access to private GP, and unlimited mental health support and counselling via our partner at BHSF.
• Budget to set up a remote working space and access to co-working spaces.
• Supportive Maternity and Paternity Pay: we offer 16 weeks full pay if you’re the primary caregiver & 4 weeks full pay if you’re the secondary caregiver.

What does the typical interview process look like?

Our hiring process is fully remote, and all interviews are done online. Every application is carefully read by a real member of the team (no AI screening here).

• Stage 1: Initial application and screening Q&A
• Stage 2: A short written exercise or online test
• Stage 3: A ‘get to know each other’ interview, to find out more about your experience and see if we’re a good fit. (approx 20-30 mins)
• Stage 4: In-depth interview with two members of the MBA team. (Approx 60 mins)

Job ‘Need to Know’ details:

• Closing date: Sunday 05 January 2025 (23:59)
• Preferred Start Date: Jan / Feb 2025
• Salary: £28,000 - 30,000. Compensation will depend on experience and skill level.
• Location: you must be resident either in the UK or in Europe (max +/- 2 hours GMT) 
• Note: Contract and benefits will vary depending on which country you are based in - this will be discussed at an appropriate stage in the interview process.

We are an equal opportunities employer and strongly encourage applications from a diverse range of backgrounds and industries. Our flexible working arrangements are designed to support everyone in the team to achieve that important work/life balance in a way that works for their particular circumstances.