Part-time Customer Service/ Operations (Evenings and Weekends)

At Bubble, we let parents be all that they need to be.

We are a venture-backed tech startup, changing the lives of parents for the better and growing fast. Our on-demand app lets parents discover and book amazing local nannies and babysitters quickly and securely. The parents and carers in our community love and rely on our service every day and we are passionate and dedicated towards delivering them amazing customer experiences. Bubble also offers Petcare, task bookings, a permanent nanny placement service, and is offered as a corporate benefit (B2B service).

Our customers love us, and we’re getting more and more of them, which is where you come in! Our 5-star rating on Trustpilot is largely down to our relentless focus on outstanding customer service.

What you’ll be doing:

As a Customer Success Executive, you will be responsible for putting our customers at the heart of everything you do. The ideal candidate loves helping people and proactively solving problems, and a key aspect of this role is recognising and valuing trust and safety. You will be part of the Customer Success team, but your role will primarily focus on customer service (hence job title on LinkedIn!)

This is a part-time role, supporting our customers outside of our core working hours. You’ll mostly be working alone on shift, but you’ll always have support from your team or manager if you need it. 

The hours available are Monday - Friday, 6pm-9pm UK time, and Saturdays from 9am-9pm (26 hours per week). The position is open for an immediate start and will involve an in-depth onboarding and training process, led by a number of different employees across the business.

Core role - Customer Service: dealing with customer queries and feedback quickly, professionally and empathetically. Most of your interactions with customers will be through live chat and emails, but you’ll also be happy to pick up the phone from time to time when needed. You’ll also monitor user reports, negative reviews, and be responsible for recognising and reporting any urgent matters to managers during your shift.

Additional responsibilities - Sitter Verifications and Profile Quality: overseeing the ID verification and background checking processes for all of our new sitters, and helping them to maintain a great profile.

Who we’re looking for: 

• You are emotionally intelligent, have great interpersonal skills and are in your element when talking to parents. You want to solve problems and be part of a team that is making a difference. You are a self-starter and can stay focused and productive working independently. 
• You are tech savvy and have customer service experience in high-volume environments for online companies. It’s a plus if you have experience in childcare, teaching, healthcare, social care or similar.
• You have excellent verbal and written communication in English, and are conscious of adapting your TOV to different situations and to align with company and brand values.
• You value working towards a common goal as part of a team. Our existing CS team of 7 is a force to be reckoned with!
• You have superb organisational skills, an ability to juggle a few things at once, and a can-do attitude. You love challenge and you know what it means to work hard
• You are curious, eager to question assumptions, and take initiative to find creative solutions

Interview process:

• Initial discussion with one Customer Success Manager
• Second stage full-length interview with both managers
• Final stage interview with CEO

Benefits:

25 days holiday + your birthday off (pro-rated)

Fully remote working (our office is in White City, London, where your training will ideally take place)

Private Medical Insurance (Vitality)

Bubble Credit (Childcare / Petcare / Helpr)

Enhanced parental leave

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

We look forward to hearing from you!