Customer Support Advisor

TravelNest is an Edinburgh founded travel-tech startup. We help Owners of holiday vacation rental properties maximise their performance in a global Guest market. Today with our platform a Host can upload their property details once and be advertised for bookings across 30+ top travel sites including Airbnb,, and Expedia.

Our ambition is to become the place a Host markets and manages their property. Providing everything from channel listings to operational services to facilitating direct bookings. A “super app” for vacation rental owners.

As a Customer Support Advisor at TravelNest you will join a vibrant and fast paced team who are the customer facing lead within TravelNest. We are looking for passionate, driven, problem-solvers to join us on a full time flexible schedule.

About the role

  • First point of contact for customers for questions, problems, or any other customer facing issues
  • Come up with processes and help with tooling ideas that will enable us, or our customers to self-resolve issues, or even preempt them
  • Our work culture prioritises efficiency, execution, participation and a drive to improve ourselves and learn from each other. That is why we offer our teams support and training from across the business, so you have the ability to excel
  • We want to recruit highly motivated team members that are keen to support the growth of TravelNest and their careers

Within the first 30 days you’ll…

  • Learn about TravelNest, how we got started and be introduced to our company goals and culture
  • Get to know the Customer Support team and be introduced to key people from various other departments such as Marketing, Engineering and Data
  • Receive training on our tools, quality standards and tools, as well as ongoing coaching and feedback from your manager, setting you up for success in your new role
  • Begin handling low-complexity work, helping you get used to our tools and processes with plenty of support

Within the first 60 days you’ll…

  • Gain more confidence in your role, receive further training and support to handle more complex requests
  • Begin to work more efficiently, handling higher volumes of requests with minimal guidance

Within the first 90 days you’ll…

  • Be an expert on all of our processes and tools, be confident in handling both simple and complex requests without guidance
  • Be comfortable with the pace of change here at TravelNest, you’ll likely have been through a number of significant changes to the way you work
  • Solidify yourself as a strong performer within the team, achieve both your quality and productivity goal

Key Responsibilities:

  • Handle customer enquiries, answering any questions over the phone, by email or online
  • Take ownership of customer experiences and outcomes, with full support and guidance from our management and support teams
  • Complete all Customer Support tasks to a high level of service including but not limited to onboarding, guest bookings, cancellations and enquiries
  • Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers
  • Manage, prioritise and resolve different tasks through multiple work streams against targets

Apply if:

  • You have eligibility to work in the UK
  • You have Customer Support experience, bonus if it is in technology, holiday or vacation rental sector
  • Brilliant listening skills and an ability to empathise and understand customer needs
  • You are passionate about providing excellent customer service in a fast-paced ever evolving environment
  • Are able to be flexible to work across various shift patterns on a rota basis (We operate across Mon-Sun, 8am to 10pm on a rota basis.) For this role you will be required to work weekends and evenings
  • You have a dedicated and comfortable space to work from home with good quality wifi
  • Additional language skills would be desirable but not essential

In Return

We offer a competitive salary, a great working environment and the opportunity to grow our product and business together. In addition, we offer remote working to anywhere within the UK with IT equipment provided.

We are only just getting started and believe there is a better way for our customers.

Equal Opportunities

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of gender, race, religion, sexual orientation, disability or age.