Support Executive
Byway · Greater London, England, United Kingdom
We’re looking for a Support Executive We’re looking for an enthusiastic, customer-centric Support Executive to join our team. In this role, you will be the first point of contact for incoming customer enquiries over the phone. You will play a vital role in answering calls, triaging requests, and qualifying leads to ensure they are seamlessly routed to our Trip Design and Customer Support teams. Additionally, you will assist with pre- and post-booking administrative tasks, and will help keep our day-to-day operations running smoothly. We help holidaymakers love their journeys We're not just another travel company - at Byway, we're pioneering slow travel holidays with Journey AI, the world’s first tech for journey-based trips. We’re a certified B Corp committed to making flight-free travel mainstream and building an inclusive business. Since our inception in March 2020, we've booked over 20,000 travellers onto unforgettable holidays, with over 95% five-star reviews. We’re growing 2x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times. Your key responsibilities Serve as a proactive first point of contact for incoming calls, actively driving conversations to uncover customer needs, encourage ongoing engagement, and establish concrete next steps or seamless team transfers Manage incoming customer enquiries across pre- and post-booking stages, qualifying high-intent sales leads for the Trip Design team, handling low-complexity support requests directly, and capturing and escalating more complex or high-priority issues to Customer Support with full context Administer callbacks for the team, including returning missed calls, proactively contacting customers, and liaising with partners and hotels as needed Use strong attention to detail to review trip summaries and booking details against initial customer requests to ensure timings, preferences, and other key information are accurate before sending them to the customer Ensure all customer requests and call notes are accurately documented to maintain a clear record across teams Consistently meet target response times and turnaround SLAs for answering calls, routing calls, and support ticket creation Maintain a strong, up-to-date understanding of the Byway product, internal systems, and customer-facing tools to effectively answer customer questions, navigate platforms, add new content, and provide accurate support A core part of performance in any role at Byway is to live up to our Byway values, exhibiting behaviours aligned with our values, on a daily basis. Read more here. What we’re looking for Strong interpersonal and verbal communication skills with an excellent, professional phone manner and a genuine desire to help customers High accuracy when handling customer data, verifying booking details, and logging call notes Ability to work efficiently across multiple incoming requests and maintain prompt response times to meet team SLAs Ability to actively uncover customer requirements (budget, timeline, travel preferences), recognise buying signals, handle basic hesitations, and qualify sales leads effectively while capturing clear context for support escalations Comfortable learning and using internal tools, databases (like Airtable), and other software quickly A passion for slow, flight-free travel and an eagerness to develop and maintain up-to-date knowledge of the Byway product and European rail networks What would be great (but isn’t required) Previous experience in a customer service, front-of-house, or telephone-based role Knowledge of European rail travel or popular travel destinations Fluency in another European language, especially Dutch, French or German What we offer £30,800 p.a. Company ownership through equity Remote-first, flexible working: 20 days wherever: work wherever you like for most of the month. Your standard working hours will be 9am-6pm, Monday-Friday, but occasional flexibility for appointments or specific needs may be possible - please speak to us about any particular requirements. 2 days together: join our team in the London office two days each month (a couple of exceptions per year is fine). Perks and benefits, see here How to apply Please apply with your CV and answers to our screening questions. We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know. The process If we like your application, we'll schedule a 15-minute call for you and Oliwia, our Sales and Support Team Lead. After that, there's a short take-home scenario followed by a 30-minute follow-up call. Lastly, there would then be a 1-hour values based interview with Oliwia and a member of our Leadership Team. We offer flexible scheduling for our multi-stage interview process and are open to adjustments based on candidate needs. Applications close Sunday 4th October Desired start date Tuesday 1st December (we can be flexible)