Customer Support / Customer Experience Representative

About the client:

Our client is a fast-growing travel-tech company changing the way people book ski holidays. The platform allows customers to build and book their entire ski trip in one place — including accommodation, flights, transfers, ski passes, equipment and lessons. Company operates across 317 ski resorts in 20 countries and have passed $100M in annual sales.

About the role:

We're looking for experienced Customer Support / Customer Experience Representatives to join our team for the upcoming ski season. You'll be part of our Customer Experience team, supporting customers after they've booked their trip and while they're on holiday. You'll help customers with questions, changes, problems and unexpected situations — working with our internal teams and suppliers when needed. This isn't just a "reply to tickets" role.

We're looking for people who enjoy solving problems, taking ownership and finding the best possible solution for the customer.

What you'll be doing:

- Responding to customers via email, live chat, WhatsApp and phone

- Supporting customers with post-booking requests and changes

- Helping customers during their ski holiday

- Investigating and resolving customer issues

- Coordinating with suppliers and internal teams when required

- Using our booking and support systems to find information and resolve problems

- Managing multiple customer conversations and priorities

- Providing clear, friendly and empathetic communication

- Taking ownership of customer issues from start to finish

- Identifying recurring issues and sharing feedback with the wider team

- Helping us continuously improve the customer experience

What we're looking for:

- Native-level English — excellent written and spoken English is essential

- At least 1 year of experience in customer service, customer support or customer experience

- Excellent written communication skills

- Strong problem-solving and decision-making abilities

- Highly organised with excellent attention to detail

- Comfortable managing multiple conversations and priorities

- Confident using technology and learning new systems quickly

- Able to work independently and take ownership

- Comfortable working in a fast-paced environment

- Available to work rotating shifts, including weekends

Nice to have:

- Native-level French - excellent written and spoken French

- Experience in travel, hospitality or travel-tech

- Previous remote customer support experience

- Experience with HubSpot, Zendesk or similar platforms

- Experience working with complex booking systems

- Skiing or ski industry experience

You'll be a great fit if you:

- Take ownership rather than simply passing problems on

- Stay calm and professional when dealing with frustrated customers

- Enjoy solving problems and figuring things out

- Have strong attention to detail

- Learn quickly and are comfortable working independently

- Communicate clearly and empathetically

- Enjoy working in a fast-moving environment

- Care about delivering a genuinely great customer experience

Contract & availability:

- Temporary contract: up to 7 months, with possible extension

- Rotating shifts, Weekend availability required.

- Hours and shift patterns (UK time): 11:00 PM – 8:00 AM | 1:00 AM - 10:00 AM | 8:00 AM - 5:00 PM | 3:00 PM - 12:00 AM