Customer Communications Specialist

webAI; United Kingdom; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global technology company in the UK is seeking a Customer Communications Specialist to enhance communication systems for millions of users. Your role will involve managing and optimizing tools like Zowie and Salesforce to ensure outstanding customer experiences. The ideal candidate will have experience with chatbots, troubleshooting skills, and a good understanding of system integrations. Proficiency in English is essential.

Qualifications

• Proven experience administering communication platforms like chatbots and telephony systems.
• Strong troubleshooting abilities to diagnose and resolve issues with vendors.
• Understanding of APIs and data exchange between systems.

Responsibilities

• Shape the systems behind customer communications for millions of users.
• Build and improve processes for communications tools.
• Own technical delivery and expertise in customer communication technology.

Skills

Communication platforms administration

Strong troubleshooting skills

System integration understanding

Tools

Zowie

Salesforce

Jira

Job description

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.

Working in an ever-changing, scale-up where things are messy, and resources are limited isn't for everyone. If you thrive in a stable environment with big budgets, clear processes and structures then, if being honest, we’re probably not for you. However, if you love bringing order to chaos, inventively solving problems, and prioritizing your own path within ambiguity, then you're likely to love it here.

The people you’ll like to work with and things you'll enjoy impacting:

As a Customer Communications Specialist reporting to the Head of Customer Technology in our Product & Technology team, your purpose will be to shape the systems behind how Booksy communicates with millions of users around the globe. You’ll be the key link between business needs and technical solutions, ensuring our communications tools like Zowie Chatbot, Vonage, and Salesforce run smoothly, scale intelligently, and empower our teams to deliver frictionless, world-class customer experiences.

You won’t just manage processes—you’ll be building better ones. Whether it’s optimising a chatbot flow, implementing new features in our IVR system, or supporting local markets with the tools they need to succeed, you’ll own the technical delivery and be our resident expert in all things customer communication tech.

Essentially, to ensure you succeed in this role you’re going to need…

• Proven experience administering and configuring communication platforms such as chatbots (e.g., Zowie, Intercom), AI agents, or telephony systems (e.g., Vonage, Twilio, Aircall)
• Strong troubleshooting skills with the ability to diagnose issues, coordinate with vendors, and drive resolutions
• A foundational understanding of how systems integrate, including APIs and data exchange between tools like Salesforce and communications platforms
• Experience with user provisioning, role management, and maintaining secure, efficient access systems

It will also help you to have…

• Experience configuring chatbot flows or building IVR menus based on business needs
• Familiarity with project management tools (like Jira) and independently managing small to mid-sized technical projects
• The ability to translate business requirements into technical specifications and communicate solutions to both technical and non-technical stakeholders

At a minimum, we require conversational-level English language skills. Why? English is our company language and is used for any business-wide communications, so we need you to be able to speak English to feel like an integrated part of Booksy.