Remote Support Executive — Equity & Customer Success

Byway; Greater London; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Equity

Remote-first, flexible working

London office access

Job summary

Byway is seeking a Support Executive in Greater London to be the first point of contact for customer inquiries by phone. You will triage requests, qualify high‑intent leads for Trip Design, and handle low‑complexity support tasks with accurate context for escalation when needed.

Responsibilities include callbacks, note‑taking, and ensuring timely, precise information across teams. A remote‑first role with monthly London office days awaits a proactive service enthusiast.

Qualifications

• Strong verbal communication and professional phone etiquette.
• High accuracy when handling customer data and booking details.
• Ability to manage multiple requests and meet SLAs.
• Ability to uncover customer requirements and qualify sales leads.
• Comfort with internal tools and databases (e.g., Airtable).
• Interest in slow travel and knowledge of Byway product.

Responsibilities

• Be the first point of contact for incoming calls and qualify leads.
• Triaging requests, routing to Trip Design or Customer Support.
• Administer callbacks and liaise with partners and hotels.
• Review trip summaries against customer requests for accuracy.
• Document call notes and maintain records across teams.
• Meet target response times and SLAs.
• Maintain up-to-date knowledge of Byway product and systems.

Skills

Excellent phone manner

Attention to detail

Multi-tasking

Qualify leads

Learning internal tools

Interest in slow travel

Tools

Airtable

CRM systems

Job description

Byway is seeking a Support Executive in Greater London to be the first point of contact for customer inquiries by phone. You will triage requests, qualify high‑intent leads for Trip Design, and handle low‑complexity support tasks with accurate context for escalation when needed.

Responsibilities include callbacks, note‑taking, and ensuring timely, precise information across teams. A remote‑first role with monthly London office days awaits a proactive service enthusiast.