Employer: Byway
Job Title: Customer Support Contractor
Location: Remote (London)
Salary: £14.80 per hour
Job Type: Full-time
Contract Duration: January to March 2026
Byway is seeking a customer-centric contractor to join the team on Mondays and Fridays. The role involves responding to customer enquiries—primarily by phone, but also by email—in a timely, friendly, and professional manner. The contractor will guide customers as they discover and book trips, as well as handle post-booking questions.
As the first point of contact for both new and existing customers, the contractor will provide a warm, knowledgeable presence that builds trust from the very first interaction. Responsibilities include qualifying leads and providing clear, helpful information, ensuring customers have an unforgettable experience.
About Byway
Byway is not just another travel company. The company pioneers 100% flight-free holidays using Journey AI, the world’s first tech for journey-based trips. A certified B Corp, Byway is committed to making flight-free travel mainstream and building an inclusive business. Since its inception in March 2020, Byway has booked over 18,000 travellers onto unforgettable holidays, earning over 95% five-star reviews. The company is growing 2x YoY and is regularly featured in publications such as The Guardian, BBC, and The New York Times.
Key Responsibilities
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Handle Customer Enquiries: Respond primarily by phone, guide potential customers through bookings, triage and qualify leads, assist with self-service on the website, and use tools to create or modify trips.
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Delight Customers: Deliver outstanding customer service to maintain the five-star review record.
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Solve Problems: Manage enquiries, handle challenging customer feedback, and provide solutions for transport and accommodation issues.
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Work Within Budgets: Follow company guidelines and policies while delivering excellent service.
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Manage Communications: Handle time-sensitive, concurrent calls, call-backs, and actions efficiently.
Required Skills and Experience
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Relevant Experience: Professional experience delivering outstanding customer experiences and earning excellent reviews.
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Outstanding Phone Manner: Ability to manage customer feedback calmly and clearly in both positive and negative situations.
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Communication Skills: Excellent written and verbal skills with the ability to simplify and explain user experience functionality to less tech-savvy clients.
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Organisational Management: Ability to multitask and manage time effectively under pressure.
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Attention to Detail: Keen eye for detail, especially when handling bookings, payments, and travel documentation.
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Availability: 16 hours per week, from 9:00 am to 6:00 pm on Mondays and Fridays (one-hour lunch) from January to March 2026.
What Byway Offers
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Pay: £14.80 per hour (London Living Wage)
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Remote Working: Entirely home-based with regular contact via Slack and Google Meet
Application Process
Applicants must submit a CV and cover letter. Selected candidates will complete a short task to simulate a typical day in the role. Successful task completion will lead to an interview with Oliwia, Customer Support Team Lead, to discuss the role and answer questions.
Byway encourages applications from all backgrounds, including people of colour, the LGBTQ+ community, people with disabilities, neurodivergent individuals, parents, carers, and people from lower socio-economic backgrounds. Accommodation requests for specific needs will be considered.
How to Apply
If you’re interested in this role, visit the official website for more information — click here to apply now.