Customer Happiness Specialist

Be the friendly voice that helps travelers plan their perfect trip and solves any challenges along the way.

London, UK Full-time £35,000 - £45,000 Remote OK 1+ years

Customer Happiness isn't just a department name - it's our mission. As a Customer Happiness Specialist, you'll be the first point of contact for travelers with questions, concerns, or just excitement to share. You'll help people plan trips, solve booking issues, and occasionally calm nervous first-time travelers.

This role requires empathy, patience, and genuine enthusiasm for helping others. You'll work across chat, email, and phone to ensure every traveler feels supported before, during, and after their journey. When things go wrong (and they sometimes do in travel), you'll be the calm, resourceful problem-solver who makes it right.

• Respond to customer inquiries via chat, email, and phone
• Help travelers choose the right trips based on their preferences
• Process bookings, modifications, and refunds
• Escalate and resolve complex issues with empathy and creativity
• Coordinate with operations team for on-ground support
• Collect and document customer feedback
• Contribute to FAQ and help center content

• Previous customer service experience (travel industry preferred)
• Ability to stay calm and positive under pressure
• Strong problem-solving skills and attention to detail
• Comfortable with support tools (Zendesk, Intercom, etc.)
• Flexibility to work some evenings/weekends for global coverage

• Additional language skills (Spanish, French, German)
• Personal travel experience in multiple countries