Customer Service Representative

Summary

Join Booksy's growing Customer Service department as a Customer Service Representative supporting our US-based business clients. You will handle inbound and outbound calls, provide technical support and app education, and manage inquiries through internal systems. This remote position requires strong customer service and technical skills, fluency in English, and at least two years of relevant experience. You'll work closely with a global team, resolving issues efficiently and maintaining accurate records. Booksy offers various benefits, including subsidized private medical care, a multisport card option, and additional life insurance.

Requirements

• Availability to work Monday-Friday aligning with with a CT timezone and the phone line’s opening hours ( 4pm- midnight CET )
• Fluency in English
• At least 2+ years of customer service and/or technical support experience, preferably with technology/SaaS companies
• Strong knowledge of Windows, iOS, Android, web browsers, and GSuite
• Excellent interpersonal skills with a customer-focused mindset
• Ability to combine technical “know how” with exceptional soft skills including but not limited to strong empathy, patience, communication and listening skills
• Ability to adapt quickly and handle challenging situations as they arise
• Comfortable working under time pressure
• Willingness to collaborate with an international team and adapt to different cultural norms

Responsibilities

• Provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app; and replying to email inquiries
• Handle customer interactions to resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via CRM
• Effectively multi-task and manage a large volume of calls
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Report issues to the technical support team and provide timely feedback to the company through designated channels regarding service, bug, or provider concerns
• Continuously improve your understanding of the app and enhance your customer service skills
• Work respectfully with peers, other teams, and departments while maintaining a positive, empathetic, and professional attitude at all times

Preferred Qualifications

Spanish would be an added plus!

Benefits

• This is a remote position with occasionally visits in the Warsaw office
• Private medical care from Allianz health (subsidized by the company - various packages to choose from)
• Multisport card (voluntary and unsubsidized - various options to choose from)
• Additional life insurance from PZU (voluntary and unsubsidized)
• Pethelp (voluntary and unsubsidized)
• Online consultations with Psychologist Booksy (fully subsidized by the company)
• Wellbeing tools (Worksmile and Officevibe)
• Happiness Team initiatives