Customer Success Agent - Freelance (10 Hours Weekly -...

At Bridebook, we're digitising the wedding industry! Join us in transforming the wedding planning experience for engaged couples around the world.

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 – couples can access it all at their fingertips. 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 being 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 role serves as the first point of contact for customers in your territory, supporting both B2C and B2B enquiries with efficiency, empathy, and accuracy. You’ll represent Bridebook to our customers and advocate for their needs across UK & Global, driving satisfaction and loyalty through reliable, high-quality support. In addition to managing daily enquiries, you’ll contribute to process improvements, share customer insights, and support wider teams.

How freelancing works at Bridebook:

Working hours options:

5 hours Tuesday & Wednesday OR Tuesday & Thursday

OR

10 hours split across Tuesday, Wednesday & Thursday

Specific responsibilities will include:

Customer Support & Relationship Management

• Be the first point of contact for couples and engaged couples and wedding businesses using Bridebook, delivering a friendly, solutions-focused experience via email.

• Resolve customer queries, handle more complex issues with empathy, and ensure every interaction strengthens trust in the Bridebook platform.

Cross-Functional Collaboration & Continuous Improvement

• Work closely with teams including Sales, Product, Tech and Finance to resolve customer issues and improve the overall customer experience.

• Share customer feedback and insights to help shape product improvements, streamline processes and enhance the support we provide.

Organisation & Operational Excellence

• Maintain accurate customer records, keep support cases organised, and ensure every interaction meets our quality standards and service targets.

• Contribute to the smooth running of launches, campaigns and day-to-day operations while continuously developing your knowledge of Bridebook and the wedding industry.

We’re looking for someone who is:

• Fluent in English (other languages are a bonus)

• A great communicator who takes a proactive approach to what they do

• Empathetic problem-solver who writes clearly and de-escalates under pressure

• Organised and reliable; keeps queues, notes and follow-ups meticulously up to date

• Curious and data-aware; uses metrics and patterns to improve outcomes

• Tech-confident and comfortable learning new tools

• Customer-focused with a solutions-based approach

• Strong cross-department collaboration and teamwork skills

• Time management and prioritisation skills to handle multiple requests efficiently

• Knowledge sharing and contribution to continuous improvement initiatives, including updating macros, templates, and knowledge base content

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.

Location

Remote, UK

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!