Customer Support Associate

About [Employer hidden — view at passion-project.co.uk] Group

[Employer hidden] Group is on a mission to help experience and attraction businesses grow faster and smarter.

As a full-scale growth partner, we combine industry-leading booking and ticketing software with powerful marketing services and data-driven insights, helping attractions and experience providers operate more efficiently, reach more visitors and maximise revenue.

Our technology makes it simple for customers to book directly through our partners’ websites, while giving operators the tools, integrations and automation they need to manage and scale their businesses. Alongside this, our marketing services help leading destinations, from family attractions to major farm experiences, reach millions of new visitors every year.

We are growing rapidly, welcoming thousands of customers a day to incredible experiences and expanding across the UK and US.

We work partly remotely and partly from our London office in a fast-paced, collaborative and ambitious environment. It is an exciting time to join [Employer hidden] Group, grow with us and help shape the future of how people discover and experience the world.

The Role

This role goes beyond simply answering support queries. The successful candidate will need to think critically about customer problems, understand the business context behind customer requests, and approach support with empathy and clear communication.

You will be the person behind the consistently outstanding reviews our platform receives, with customers describing our support as "exceptional, responsive and friendly".

This is a hands-on support role. You will spend most of your day in our inbox and chat tools, helping clients get unstuck and succeed with our platform. You will develop a strong understanding of how our customers use [Employer hidden] to run their businesses and play an important role in maintaining the high standard of service we are known for.

If you would like to see the kind of service you will be delivering, take a look at our reviews on Capterra, Trustpilot, Google and Sourceforge.

Key Responsibilities

Customer Support and Problem Solving

• Respond to customer queries via support channels
• Diagnose and resolve customer issues efficiently
• Clearly communicate solutions and next steps to customers
• Take ownership of problems and ensure they are fully resolved

Commercial Awareness

• Develop an understanding of how customers use our platform to operate their businesses
• Recognise when issues may have a direct impact on a customer’s revenue or operations
• Prioritise support queries based on urgency and business impact

Judgement and Ownership

• Apply judgement when handling customer issues rather than relying solely on scripts or processes
• Navigate ambiguity and investigate issues where the solution is not immediately obvious
• Escalate issues appropriately while maintaining accountability for outcomes

Operational Improvement

• Identify recurring customer issues and contribute to improvements in support processes
• Document solutions and contribute to internal knowledge resources
• Work with internal teams to resolve operational or technical problems affecting customers

Skills and Attributes We Are Looking For

Strong Communication

• Clear, professional written and verbal communication
• Ability to explain solutions in a structured and concise way

Empathy and Customer Understanding

• Genuine interest in helping customers succeed and solving their problems
• Ability to understand the customer's perspective and respond with empathy, especially when issues may be stressful or time-sensitive
• Strong listening skills and the ability to quickly understand what a customer actually needs

Problem Solving Ability

• Logical and structured thinking when approaching problems
• Ability to investigate issues independently and identify root causes

Commercial Awareness

• Understanding that many of our customers rely on our platform to generate revenue and run their operations
• Awareness that service quality and responsiveness impact customer trust and retention

Accountability

• Takes ownership of resolving issues rather than passing them on
• Reliable and organised when managing multiple tasks

Adaptability

• Comfortable working in a fast-paced environment
• Willingness to learn new systems and processes quickly

4. Education

Minimum 2:1 undergraduate degree or equivalent.

What Success Looks Like

Within the first 6 to 12 months the successful candidate will:

• Handle customer support queries confidently and independently
• Demonstrate sound judgement when prioritising and resolving issues
• Communicate clearly and professionally with customers
• Identify opportunities to improve internal processes or customer experience
• Build a strong understanding of how our customers use the platform to run their businesses

Why [Employer hidden]?

Join us at the early stages of an exciting new chapter for [Employer hidden] Group. We are growing fast, expanding across the UK and US, acquiring new businesses, and evolving from a startup into an established company with high energy, high ambition and plenty of fun along the way.

What we are building matters. Every contribution helps families plan memorable days out, connects people with local experiences, and supports attractions and small businesses that bring communities to life. You will see the impact of your work every day, in the tickets sold and in the photos and reviews shared by visitors enjoying experiences at our clients’ sites.

We are a lean team where every role matters and every voice counts. You will help shape key goals with the freedom, trust and support to make things happen. Roles here are not rigid. You will take on projects beyond your title, learn as you go and see the tangible results of your work. The people who thrive at [Employer hidden] enjoy that autonomy and breadth. They like figuring things out, wearing different hats and building things that last.

And while we take the work seriously, we have fun doing it. Our London office is guarded by a life-sized alpaca named Elsa, there is a steady flow of sweet treats, and the occasional questionable costume for "content purposes" (spot our Marketing Manager dressed as a pumpkin in one of our case studies). One of our Customer Success team once said her "cup is always full" when she is in the office. Although she hates us bringing it up, it is true. It is hard not to feel that way when you work with smart, kind people who care deeply about doing great work together and celebrating the wins.

[Employer hidden] Group is an equal opportunity employer. We welcome every background and perspective, knowing that our differences make us stronger, more creative and better at what we do.