Customer Support Contractor (UK), Jan-March ‘26

Customer Support Contractor (UK), Jan-March ‘26

We’re looking for a customer-centric contractor to join our team from January to March 2026. You’ll respond to customers’ enquiries (primarily by phone, but also by email), in a timely, friendly, and professional manner. You’ll guide customers as they discover and book trips they’ll love, as well as answer their post-booking questions.

As the first point of contact for both new and existing customers, you’ll offer a warm, knowledgeable presence that builds trust from the very first interaction. You’ll qualify leads and provide clear and helpful information. We’re looking for someone who genuinely enjoys making customers happy and finds real satisfaction in helping them have an unforgettable experience.

We help holidaymakers love their journeys

We're not just another travel company – at Byway, we're pioneering 100% slow travel holidays with Journey AI, the world’s first tech for journey-based trips. We’re a certified B Corp committed to making slow travel travel mainstream and building an inclusive business. Since our inception in March 2020, we've booked over 18,000 travellers onto unforgettable holidays, with over 95% five-star reviews. We’re growing 2x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times.

Key responsibilities

• Handle customer enquiries : Primarily by phone, and guide potential customers through the booking process. Answering questions, triage and qualify leads for the wider team, assist with self-service on our site, and use our tools to create or modify trips.

• Delight our customers : Use your outstanding customer service skills to delight our customers and maintain our five-star review record .

• Solve problems : Manage enquiries, including handling challenging customer feedback and communications, and providing solutions for transport and accommodation issues.

• Work within budgets : Follow company guidelines and policies to deliver excellent customer service, ensuring customer satisfaction while operating within defined responsibilities and budget constraints.

• Manage customer communications : Manage time-sensitive, concurrent calls, call-backs and actions.

What we’re looking for

• Relevant experience : Professional experience delighting customers with fantastic experiences and earning great reviews.

• Outstanding phone manner : Track record managing customer feedback in positive and negative situations, with the ability to remain calm and communicate clearly in excellent spoken and written English.

• Communication skills: Excellent written and verbal communication skills and a positive approach to interactions with our team, our partners, and customers, including an ability to effectively simplify and explain user experience functionality to less tech-savvy clients.

• Organisational management : An ability to multitask and manage time effectively under pressure.

• Attention to detail : A keen eye for detail and quick thinking, in particular when handling bookings, payments and travel documentation.

• Availability : 40 hours per week, from 9:00 am to 6:00 pm, Mondays to Fridays (one hour for lunch), January to March 2026 and a willingness to work weekends in exchange for time back during the week.

What we offer

• £14.80 per hour - A London Living wage

• Remote working - this role is entirely home-based, but you’ll have regular contact with our remote-first team via Slack and Google Meet

The process

Submit your application by uploading your CV and covering letter. If we like your application, we’ll send you a short task to complete, designed to give you a feel for a typical day in the role. If your task aligns with what we’re looking for, Oliwia, our Customer Support Team Lead, will invite you to the interview to discuss the role and answer any questions.

Interested?

We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.