Customer Service Agent - Part Time (CA/AU) At Bridebook, we're digitising the wedding industry! Join us in transforming the wedding planning experience for engaged couples around the world. Part-time · Hybrid (WFH and Office) Who is Bridebook anyway? Bridebook is a SaaS and Marketplace scale-up business revolutionising the wedding industry. We are proud to be the UK’s number one wedding planning app and the ONLY global provider! Our mission is to make the wedding planning journey as happy as possible for engaged couples everywhere! With over 90% of the world’s 7.5bn population expected to get married in their lifetime, the wedding industry is massive. It is 50% larger than the global taxi and food delivery markets combined, yet it sadly lags in digitalisation and lacks solutions for the modern-day needs of both couples and businesses. So here's Bridebook, set to disrupt the wedding industry Our innovative platform is designed to make wedding planning effortless and stress-free. From personalised wedding checklists, budget management tools, a vast selection of venues and suppliers, and endless inspiration – you can access it all at your fingertips, on your mobile device! After recently becoming the first app of its kind to launch globally, Bridebook now enables couples to plan destination weddings anywhere in the world.This exciting expansion makes it a truly fantastic time to join us on our journey! Our team is made up of talented creative, analytical, and tech-focused minds! We’ve collaborated with some fantastic partners including the Natural History Museum, Hilton, the Ritz, Etsy and Jimmy Choo, and have been featured 12 times on the App Store as well as been rated the number 1 app by Apple. Our investors are well known for supporting some previous successful unicorns such as Airbnb, Pinterest, Skyscanner and Tesla. What will I be doing? This part time role (28 hours a week) is dedicated to delivering exceptional customer support as the primary point of contact for both B2C and B2B customers in the Canada and Australia markets, while also providing support to other global markets such as the UK&I. You will manage daily support operations, addressing inbound customer requests (both paying and non-paying) promptly and effectively. Your focus will be on resolving queries with empathy, maintaining high service standards, and providing practical solutions to customer inquiries. In addition to managing support tickets, you will take ownership of the feedback stream for Canada and Australia, ensuring that customer insights are captured and acted upon. You will also ensure that all relevant collateral is updated, representing the voice of the customer in these markets within the Customer Service function. This role plays a crucial part in amplifying the voice of the customer within the business and ensuring a consistent, high-quality customer experience, while being interchangeable with new markets when needed. Specific responsibilities will include: Manage and respond to customer service tickets using HubSpot CRM, ensuring timely and effective resolutions for both B2B and B2C queries in Canada, Australia, and other global markets as needed. Maintain visibility across pipelines and handle related administrative tasks efficiently. Build strong relationships with internal teams like Tech, Sales, and Account Management through effective communication, working collaboratively to deliver customer solutions, ensure smooth handovers, and minimise churn. Handle customer complaints by providing timely solutions and alternatives, following up to ensure resolution and customer satisfaction. Track and respond to customer feedback across multiple channels (e.g., Google Play, App Store, Customer.io ), ensuring valuable insights are escalated to relevant teams for continuous improvement. Provide proactive administrative support for key projects and ad-hoc commercial initiatives, ensuring smooth operations across customer service processes. Achieve key customer service metrics, including SLA adherence and Net Promoter Score (NPS), ensuring alignment with team and business performance goals to drive service excellence. We’re looking for someone who: High Level of Customer Service Experience (B2B and/or B2C): Proven track record in delivering exceptional service across diverse customer segments. CRM Experience: Proficient in using CRM systems (e.g., HubSpot, Zendesk, Salesforce) to manage support tickets and workflows. Strong Problem-Solving and Triaging Skills: Quick to identify, prioritise, and resolve technical or platform-related escalations. Excellent Communication Skills: Able to clearly convey solutions, train others, and collaborate effectively across teams. Cross-Functional Collaboration: Experience working with commercial, product, engineering, and operations teams to drive results. Organisational Skills: Ability to manage support backlogs, prioritise tickets, and ensure timely resolution within SLA targets. Process Improvement: Comfortable contributing to continuous workflow optimisations to enhance team efficiency. Adaptability and Attention to Detail: Able to quickly adapt to new technologies and market changes while maintaining high accuracy and quality in all solutions. Customer Satisfaction Focus: Proven ability to drive service excellence and monitor customer satisfaction through KPIs and feedback loops. What if you’re a partial fit? We love hearing from anyone who is enthusiastic about changing the wedding industry and welcome candidates with different backgrounds and experiences! We prioritise grit, positivity, and the willingness to get stuck in, and encourage you to apply even if your experience doesn’t exactly match this job description. Benefits 25 days of annual leave, with an extra day every year after three years (up to 30 days pro rata ) Hybrid Working, we’d love to see you in twice a week, but you are free to come in more often if you’d like £500 per year Learning and Development budget Enhanced Family-Friendly Policies Cycle to Work Scheme One month fully paid Sabbatical Leave after five years in BB 2 weeks Working From Home Near Home per year Wedding Leave (5 days paid) Half-Day Wedding Anniversary Leave An accessible, beautiful and dog-friendly office, with weekly breakfasts, communal lunches, alongside free snacks and more Yearly BB Summit and quarterly events to celebrate milestones! Location London, Hammersmith (working hybrid, 1 day a week for this role. Tuesday or Thursday and flexible hours to suit new markets) Our values One Team: Together we are better. Keep Accelerating: We work smart. Create Joy: We celebrate going above and beyond. Equal employment opportunity Research shows that women, neurodiverse individuals, and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! At Bridebook we are committed to creating a diverse and inclusive environment and strongly encourage you to apply. So what’s next? You’ll hear from our team within 2 weeks regarding your application. We believe in efficient and meaningful conversations, so you’ll be happy to hear there isn’t a whopping 7 stage process! That's all for now - see you on the dancefloor!