Customer Service Advisor [Freelance] At Bridebook, we're digitising the wedding industry Join us in transforming the wedding planning experience for engaged couples around the world. Freelance · Hybrid (WFH and Office) Who is Bridebook anyway? Bridebook is a SaaS and Marketplace scale-up business revolutionising the wedding industry. We are proud to be the UK’s number one wedding planning app and the ONLY global provider Our mission is to make the wedding planning journey as happy as possible for engaged couples everywhere With over 90% of the world’s 7.5bn population expected to get married in their lifetime, the wedding industry is massive. It is 50% larger than the global taxi and food delivery markets combined, yet it sadly lags in digitalisation and lacks solutions for the modern-day needs of both couples and businesses. So here's Bridebook, set to disrupt the wedding industry Our innovative platform is designed to make wedding planning effortless and stress-free. From personalised wedding checklists, budget management tools, a vast selection of venues and suppliers, and endless inspiration – you can access it all at your fingertips, on your mobile device After recently becoming the first app of its kind to launch globally, Bridebook now enables couples to plan destination weddings anywhere in the world.This exciting expansion makes it a truly fantastic time to join us on our journey Our team is made up of talented creative, analytical, and tech-focused minds We’ve collaborated with some fantastic partners including the Natural History Museum, Hilton, the Ritz, Etsy and Jimmy Choo, and have been featured 12 times on the App Store as well as been rated the number 1 app by Apple. Our investors are well known for supporting some previous successful unicorns such as Airbnb, Pinterest, Skyscanner and Tesla. What will I be doing? As a Customer Service Agent at Bridebook focused primarily on the DACH market, you'll be a friendly voice and helping hand for our customers and partners, ensuring they have a smooth and positive experience with our platform. You'll answer questions, troubleshoot issues, and guide them through the Bridebook platform. If you're passionate about helping people and you thrive in a fast-paced environment, this role is for you Note: This role is approximately 20 Hours per month (paid hourly), fully remote & the working pattern includes some weekend coverage. Specific responsibilities will include: Customer Support: Responding to B2C customer inquiries via Hubspot tickets, email, and potentially phone, addressing questions, concerns, and technical issues with patience and empathy. Partner Support: Assisting B2B partners (wedding venues) and B2C customers with their queries, onboarding, and platform navigation. Ensure a smooth setup process, provide guidance on features, and help maximize their experience while addressing any challenges they encounter. Administrative & Support Tasks: Assisting with Knowledge Base article translations, email templates, ad hoc data tasks, and handling other administrative tasks related to customer and partner accounts. Feedback Management: Monitoring and responding to customer feedback and reviews, identifying areas for improvement and ensuring customer satisfaction. Collaboration: Working closely with other departments, including Sales, Account Executives, and Tech, to resolve customer issues and ensure a seamless customer experience. We’re looking for someone who: Strong language Skills: For this role you will be required to have full working proficiency with both German & English. Is passionate about customer service: You genuinely enjoy helping people and have a knack for providing exceptional support. Is an excellent communicator: You have strong written and verbal communication skills and can explain complex information clearly and concisely. Is a problem-solver: You're resourceful, analytical, and can think critically to find solutions to customer challenges. Is detail-oriented and organized: You can manage multiple tasks efficiently, prioritize effectively, and maintain accurate records. Is a team player: You thrive in a collaborative environment and are willing to support your colleagues to achieve shared goals. Is tech-savvy: You're comfortable using various software and platforms, including CRM systems (e.g., HubSpot), customer support tools (e.g., Zendesk), and other online tools. Language skills: For this role you will be required to have full working proficiency with both German & English. What if you’re a partial fit? We love hearing from anyone who is enthusiastic about changing the wedding industry and welcome candidates with different backgrounds and experiences We prioritise grit, positivity, and the willingness to get stuck in, and encourage you to apply even if your experience doesn’t exactly match this job description. Location London, Hammersmith (working hybrid, minimum 2 days a week) Our values One Team: Together we are better. Keep Accelerating: We work smart. Create Joy: We celebrate going above and beyond. Equal employment opportunity Research shows that women, neurodiverse individuals, and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do At Bridebook we are committed to creating a diverse and inclusive environment and strongly encourage you to apply. So what’s next? You’ll hear from our team within 2 weeks regarding your application. We believe in efficient and meaningful conversations, so you’ll be happy to hear there isn’t a whopping 7 stage process That's all for now - see you on the dancefloor Our website