Overview
Customer Service Associate Jobs in London Area, United Kingdom at Thursday
Title: Customer Service Associate
Company: Thursday
Location: London Area, United Kingdom
Thursday is hiring a Customer Service Associate.
Read more about this Junior Role @ Thursday 👇
📍London Based
The Role
As our Customer Service Associate, you'll be the voice of Thursday for our users. You'll own the main support inbox, our in-app guest chat, our Trips inbox, and ad hoc customer support projects, making sure every person who reaches out gets a fast, helpful, on-brand response. Beyond day-to-day support, you'll help us build the systems behind great service, writing the playbooks, templates, and processes that let Thursday's support scale as we grow. This is a hands-on role with real room to grow as Thursday grows.
What You'll Do
- Own the inbox. Manage the main support inbox and Trips inbox end to end: triage, respond to, and resolve user emails, escalating anything sensitive, high-priority, or complex to the right person for timely resolution and follow-up.
- Run the guest chat. Monitor and respond to guest questions in our in-app IM chat in real time, with the warmth and personality that defines the Thursday brand.
- Manage incoming customer communications across WhatsApp, Instagram, Intercom, and phone, ensuring prompt response times and consistently high service standards.
- Act as the first point of contact for trip-related enquiries, using our FAQs and knowledge base to give accurate, consistent and efficient answers, and helping customers with bookings, amendments, cancellations and general travel questions.
- Conduct sales calls booked through Calendly, guiding prospective customers through trip options, addressing objections, and converting enquiries into bookings.
- Surface insights. Spot patterns in the questions and issues coming through support, and turn them into clear feedback for product, marketing, and operations.
- Monitor and respond to customer reviews across third-party platforms, including Trustpilot, ensuring all feedback is handled professionally, promptly and in line with the company's brand voice.
- Build the playbook. Create and maintain SOPs, macros, FAQs, and tone-of-voice guidelines so support stays consistent and fast as ticket volume grows.
- Own Fin AI. Take ownership of our Fin AI response chat, continually building out and refining what it can handle so it delivers fast, accurate, on-brand answers and takes pressure off the human queue.
- Set the bar. Help define and track service standards, response times, resolution rates, and satisfaction, and suggest improvements when something isn't working.
- Pitch in. Take on ad hoc projects as Thursday's support function evolves; there's no rigid playbook yet, so you'll help write it.
What You'll Bring
- Strong written and verbal communication skills; you can be personable, professional, and calm even when a customer is frustrated.
- A genuine interest in customer experience, ideally from prior work in support, hospitality, retail, or a similarly people-facing role (internships count).
- Comfort with ambiguity; you're energised, not unsettled, by a fast paced early-stage environment without a fixed rulebook.
- Highly organised with excellent attention to detail and the ability to manage multiple enquiries simultaneously.
- A process mindset; you notice when something is inefficient and want to fix it, not just work around it.
- Genuine enthusiasm for Thursday's mission and voice; bonus points if you already know our events and trips.
- Nice to have: familiarity with helpdesk or live-chat tools (e.g. Zendesk, Intercom, Front), though training will be provided.
Sound like you? We'd love to review your application.
Thursday x
