Customer Experience Support Specialist
About the Role:
We’re looking for a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join our CX team and help shape the way we support our customers—and our bot. You’ll be on the front lines of support, delivering timely, human, and brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey.
In this role, you’ll be more than a support agent—you’ll be a critical feedback loop for both our chatbot and product teams. Whether you’re identifying unclear bot responses, surfacing customer pain points, or proposing a more human way to communicate a policy, your insight will help us continuously improve.
If you’re the kind of person who gets satisfaction from solving problems creatively, writing empathetic and articulate responses, and thinking like a customer advocate, we’d love to hear from you.
You should also be excited about AI and its everyday applications, and eager to explore how it can enhance customer support and team workflows—not replace the human touch.
Please note: Qualified candidates must be based in the greater London area. We encourage collaboration by working a minimum of 1–2 days per week in the office (Monday - Friday), while also offering flexibility for employees to choose where they work for the rest of the week. This role follows a shift-based schedule, with coverage needed 7 days per week; team members work 5 days per week, including a mix of weekdays and weekends. Shifts typically run 9am–5pm, 10am–6pm, 11am–7pm, or 12pm–8pm, and you may occasionally be asked to work until 11pm UK time.
We aim to be transparent and consistent from the start. To support fairness and equity across the team, it has a fixed salary of £28,000 per year, which applies to all candidates at this level. Your first 90 days are designed as a structured onboarding period. During this time, you’ll build a strong understanding of the work, the team, and how we operate, with clear expectations, regular check-ins, and support along the way. It’s also an opportunity for us to learn how you work best and where you can have the greatest impact. At the end of this period, we’ll take time to reflect and discuss next steps. Successful completion of this period is required to continue in the role, and we’ll ensure you have clear feedback along the way so there are no surprises.
What Success Looks Like:
🔁 Bot & Product Feedback → Proactively flag unclear or ineffective chatbot responses, surface recurring product friction, and provide actionable insights to help teams improve the customer experience.
🧠 Creative Problem Solving → Approach each enquiry with curiosity and empathy—tailoring responses, offering thoughtful solutions, and balancing policy with flexibility.
🎯 Operational Excellence → Manage tickets, escalations, and admin tasks accurately and efficiently.
What You’ll Do:
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Provide direct customer support via chat, phone, and email, delivering personalised, thoughtful responses across multiple brands.
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Handle L1 escalations with care and sound judgement
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Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could.
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Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement.
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Execute key operational tasks at short notice with strict deadlines.
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Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots.
We’re Looking for Someone With:
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1–2 years of experience in a customer-facing role, preferably in support, hospitality, or tech.
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Exceptional written and verbal communication skills—you know how to explain things clearly, humanely, and with the right tone.
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A passion for helping people and a curious, creative approach to problem solving.
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The ability to observe and describe technology and product behaviour, and share feedback clearly.
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Enthusiasm about AI and automation as tools to support great customer experiences—not as a replacement for the human touch.
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Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality.
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An openness to collaboration, iteration, and feedback, with a focus on continuous improvement.
Good To Know:
Skills
As published by lever · 18 questions · 10 written answers
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, I identify as:Select all that apply, What gender do you identify as?, Do you identify as someone with a disability?
Short answers (5)
- What is your preferred name? optional
- If someone at TodayTix Group referred you for this role, please tell us their name! optional
- Where did you first see/hear about this role? optional
- What are your salary requirements?
- What is your notice period? Or, what is your earliest available start date?
Pick from a list (3)
- Are you authorized to work lawfully in the country where this job is located?
- Will you now or in the future require visa sponsorship?
- Will you be able to work in the London office a few days a week per our hybrid model requirements?
Written answers (10)
- Are you within commuting distance of central London? In what city/town do you live?
- Are you comfortable with the salary of £28,000 per year?
- Where do you live?
- Are you authorized to work in the UK without visa sponsorship?
- Are you comfortable with our hybrid model (1-2 days onsite, Monday - Friday)?
- Are you comfortable working a rotating schedule, with shifts of 9am–5pm, 10am–6pm, 11am–7pm, or 12pm–8pm, that may vary from week to week based on team coverage needs?
- Can you commit to a schedule that includes weekend shifts?
- Are you comfortable with, and able to, occasionally work until 11pm UK time? These later shifts are worked from home.
- Tell us about a time you used technology (e.g. automation, AI tools, chatbots, etc.) to improve a workflow, solve a problem, or enhance a customer interaction. What did you learn?
- Tell us about a time you had a really positive customer experience (as the customer). What made it stand out to you, and how has it influenced the way you approach your own work in support?