• We’re looking for a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join our CX team and help shape the way we support our customers—and our bot. You’ll be on the front lines of support, delivering timely, human, and brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey
• In this role, you’ll be more than a support agent—you’ll be a critical feedback loop for both our chatbot and product teams. Whether you’re identifying unclear bot responses, surfacing customer pain points, or proposing a more human way to communicate a policy, your insight will help us continuously improve
• Exceptional Communication → Write and speak with clarity, warmth, and adaptability across brands and situations, maintaining a consistent CSAT score of 90%+
• Bot & Product Feedback → Proactively flag unclear or ineffective chatbot responses, surface recurring product friction, and provide actionable insights to help teams improve the customer experience
• Creative Problem Solving → Approach each enquiry with curiosity and empathy—tailoring responses, offering thoughtful solutions, and balancing policy with flexibility
• Operational Excellence → Manage tickets, escalations, and admin tasks accurately and efficiently
• Provide direct customer support via chat, phone, and email, delivering personalised, thoughtful responses across multiple brands
• Handle L1 escalations with care and sound judgement
• Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could
• Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement
• Execute key operational tasks at short notice with strict deadlines
• Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots

Benefits

• Remote friendly / Hybrid work environment
• Healthcare, vision, and dental plans, with generous contributions from the company
• Life and disability insurance
• Paid Parental Leave
• Generous 401(k) Matching
• Flexible Paid Time Off
• Free membership to One Medical Group & Employee Assistance Program
• Annual Professional Growth Budget
• Employee donation matching
• Employee Referral Program
• Work From Home budget
• Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits
• Remote friendly / hybrid work environment
• Generous pension match
• Access to a bespoke Pension scheme
• Complimentary tickets to shows and events
• Employee Assistance Programme
• Healthcare cash plan
• Season Ticket loans
• Birthday off
• Three months of fully paid Parental Leave
• Salary Sacrifice Car Scheme & RAC Membership
• Employee Charity Donation Matching
• Work From Home budget
• Annual Professional Development Budget
• Cycle to work scheme
• Employee Referral Bonus

• If you’re the kind of person who gets satisfaction from solving problems creatively, writing empathetic and articulate responses, and thinking like a customer advocate, we’d love to hear from you
• You should also be excited about AI and its everyday applications, and eager to explore how it can enhance customer support and team workflows—not replace the human touch
• Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality
• A passion for helping people and a curious, creative approach to problem solving
• The ability to observe and describe technology and product behaviour, and share feedback clearly
• 1–2 years of experience in a customer-facing role, preferably in support, hospitality, or tech
• An openness to collaboration, iteration, and feedback, with a focus on continuous improvement
• Enthusiasm about AI and automation as tools to support great customer experiences—not as a replacement for the human touch
• Exceptional written and verbal communication skills—you know how to explain things clearly, humanely, and with the right tone