Customer Happiness Specialist

Funstay; Greater London; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Remote work option

Flexible hours

Job summary

Funstay in London, UK is seeking a Customer Happiness Specialist to be the friendly voice for travelers, helping plan trips and resolve issues across chat, email, and phone. You’ll guide customers from inquiry to resolution with empathy and calm.

The role supports a global audience with shifts including some evenings and weekends. Previous travel or customer service experience is preferred, and comfort with Zendesk or Intercom helps you hit the ground running.

Qualifications

• Experience in customer service, preferably in travel.
• Strong empathy and calm under pressure.
• Excellent problem-solving and attention to detail.
• Familiarity with support tools (Zendesk, Intercom) is a plus.

Responsibilities

• Respond to inquiries via chat, email, and phone.
• Help travelers choose trips based on preferences.
• Process bookings, modifications, and refunds.
• Escalate and resolve complex issues with empathy and creativity.
• Coordinate with operations for on-ground support.
• Collect and document customer feedback and improve FAQs.

Skills

Customer service

Empathy

Problem solving

Communication tools

Tools

Zendesk

Intercom

Job description

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

About This Role

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.

What You will Do

• 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

What You Bring

• 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

Nice to Have

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