Customer Service Associate

Thursday is hiring a Customer Service Associate.

London Based

As our Customer Service Associate, you'll be the voice of Thursday for our users. You'll own the main support inbox, our in-app guest chat, our Trips inbox, and ad hoc customer support projects, making sure every person who reaches out gets a fast, helpful, on-brand response. Beyond day-to-day support, you'll help us build the systems behind great service, writing the playbooks, templates, and processes that let Thursday's support scale as we grow.

This is a hands‑on role with real room to grow as Thursday grows.

• Own the inbox. Manage the main support inbox and Trips inbox end to end: triage, respond to, and resolve user emails, escalating anything sensitive, high‑priority, or complex to the right person for timely resolution and follow‑up.
• Run the guest chat. Monitor and respond to guest questions in our in‑app IM chat in real time, with the warmth and personality that defines the Thursday brand.
• Manage incoming customer communications across Whats App, Instagram, Intercom, and phone, ensuring prompt response times and consistently high service standards.
• Act as the first point of contact for trip‑related enquiries, using our FAQs and knowledge base to give accurate, consistent and efficient answers, and helping customers with bookings, amendments, cancellations and general travel questions.
• Conduct sales calls booked through Calendly, guiding prospective customers through trip options, addressing objections, and converting enquiries into bookings.
• Surface insights. Spot patterns in the questions and issues coming through support, and turn them into clear feedback for product, marketing, and operations.
• Monitor and respond to customer reviews across third‑party platforms, including Trustpilot, ensuring all feedback is handled professionally, promptly and in line with the company's brand voice.
• Build the playbook. Create and maintain SOPs, macros, FAQs, and tone‑of‑voice guidelines so support stays consistent and fast as ticket volume grows.
• Own Fin AI. Take ownership of our Fin AI response chat, continually building out and refining what it can handle so it delivers fast, accurate, on‑brand answers and takes pressure off the human queue.
• Set the bar. Help define and track service standards, response times, resolution rates, and satisfaction, and suggest improvements when something isn’t working.
• Pitch in. Take on ad hoc projects as Thursday's support function evolves; there’s no rigid playbook yet, so you’ll help write it.

• Strong written and verbal communication skills; you can be personable, professional, and calm even when a customer is frustrated.
• A genuine interest in customer experience, ideally from prior work in support, hospitality, retail, or a similarly people‑facing role (internships count).
• Comfort with ambiguity; you're energised, not unsettled, by a fast paced early‑stage environment without a fixed rulebook.
• Highly organised with excellent attention to detail and the ability to manage multiple enquiries simultaneously.
• A process mindset; you notice when something is inefficient and want to fix it, not just work around it.
• Genuine enthusiasm for Thursday's mission and voice; bonus points if you already know our events and trips.
• Nice to have: familiarity with helpdesk or live‑chat tools (e.g. Zendesk, Intercom, Front), though training will be provided.