Support Specialist

Every year, FishingBooker helps more and more people catch that bucket list fish! That's why we're now fishing for talented and enthusiastic people to join us as Support Specialists.
Support Specialists are the face of our organization for captains and customers. We want their FishingBooker support experience to set new standards, just like FishingBooker's platform does. Our team cares for customers by solving problems, scaling solutions, and sharing user feedback with internal teams to influence product development. A FishingBooker Support Specialist is a crucial part of our core business, and we want you to be a part of it!
About the jobThe Support Team is a part of the Sales & Support Department. The Department focuses on all user-facing needs and includes a Verification Team, Business Development Team, and Support Team. The Support Team is one of the biggest teams in our department. There are currently 10 people on the team, including two supervisors, who all provide essential support to customers and captains worldwide. Aleksandar and Ana are dedicated to helping the team with their training, personal and professional growth, and career paths.
The Support Team focuses on three main areas – captain support, customer support, and managing bookings. These will be your main focus during our busy season (May-August). After our busy season, the workload cools off a bit, which sometimes allows us to participate in off-season projects. These projects are either collaborations between our team and others or personal projects related to your career development.
In a broad sense, Support Specialists are responsible for the following:
Being the first point of contact for customers and captains, engaging with them via phone and email;Guiding customers to help them find and book the perfect fishing trip;Guiding captains through the platform and assisting them with any questions they have;Jumping into customer/captain interactions to make sure things are running smoothly: modifying reservations, handling special requests, and various other situations;Being accountable for achieving maximum customer satisfaction as measured by CSAT;Actively participating in various projects within the department, as well as with other teams;Contributing towards our product development by properly tagging their calls/emails to ensure better insight into our metrics.This is a versatile role, and our team consists of smart and dedicated people from various backgrounds.
ShiftsSince our main market is the US, afternoon shifts between 3:00 PM–11:00 PM are the most common in this position. However, as our company offers 24/7 support, shifts can also include:
7:00 AM - 3:00 PM12:00 PM - 8:00 PM6:00 PM - 2:00 AM (this shift is only active during high season)11:00 PM - 7:00 AMYou will work five days per week and have two days off. We try hard to ensure you have consecutive days off. However, this is rarely possible throughout the high season (May-August). Since we're a lean team that works 24/7, you'll most likely be working around 5-6 night shifts per month on average.

Monthly schedules are published two weeks before the start of the month, so you can make your plans well ahead of time. During high season, we do our best to give everyone at least one weekend free and fairly spread night shifts.
Training and onboardingWe won't throw you in the deep end as soon as you arrive. Before you start taking any calls, you'll have two weeks of thorough training and a week of shadowing to ensure you have the best possible base to start with. You'll learn all about the company and our business model in addition to receiving role-specific training.

Once you start picking up those calls, we'll make sure senior colleagues are there to help you every step of the way. We also have refreshment workshops to ensure your skills and knowledge are always sharp. Previous fishing knowledge is not required, but with the training and onboarding provided, you will become an expert in no time.
About youYou might have a college degree, you might not. You may be experienced in customer support or a complete newbie. What we really care about is the skills you have and how motivated you are to grow them further.
Due to the nature of work, you must have native or near-native English speaking, listening, and writing skills. Speaking Spanish is a plus.
You should be enthusiastic, an excellent communicator, and a highly motivated problem solver who is passionate about creating an innovative customer experience and building strong relationships with our captains. We want people who are keen to learn and grow and can see their careers progressing within our team and company.
You'll be using many different tools, such as Zendesk, Zapier, and even SQL. Knowing these programs is not a prerequisite, as you'll get a chance to learn them all.
We're looking for people who care about teamwork, openness, and transparency because that's what we're all about. We value your opinion and ideas but also want people who understand the importance of others being heard. Our team has a close relationship with our development teams, which makes sharing your ideas that much more valuable.
We challenge each other, but all remember that we're here for the same purpose: to provide excellent service for customers and captains. That means you're okay with direct feedback, are open to others' experiences, and are willing to support your teammates to achieve our shared goals.
Pay and conditionsFull-time contract. FishingBooker hires Support Specialists as full-time employees (Ugovor o radu) and offers 23 days of paid vacation.
Pay. We're proactive about sharing salary information. The starting salary for this role is 900 EUR (net). This does not include night shifts, which are additionally compensated.
Clear career path. We are focused on personal and professional development, and you will have the opportunity to progress in your role based on the team's career path. This means that you can grow your salary and position in a structured way. Ultimately, your career path is connected to your proactiveness and how you decide to take charge of your career by excelling and learning new skills. You will have performance assessments every April and October, where you'll receive detailed feedback on your progress so far and the skills and knowledge necessary for you to develop further.
Hybrid work setup. Once you're fully onboarded, you'll have the flexibility of working from either your home or the office. Since the creative juices are mostly flowing when there are people in the office, we'd expect you to be in the office at least twice a week. Our office is next to Delta City in Novi Beograd, which means that filling these expectations would be easiest if you're located in Belgrade. The final round of interviews and onboarding sessions are held in our office.
Private health insurance. You'll receive company-sponsored private health insurance.
Full onboarding plan. Whether you have experience or not, you will be assigned a mentor as well as a full onboarding plan where you will learn the ins and outs of the business, how we work in the team, and our tools. We also provide company-sponsored books, training, and courses.
Apple equipment. Our standard equipment setup typically includes the Apple Macbook Air 13'', coupled with one monitor and a mouse/keyboard if you wish.
We also provide support when it comes to getting visas and work permits for foreign employees.
Interview process and how to applyWe made sure to provide you with a detailed interview process so you know what to expect in each round.
If you think you have what it takes to become a FishingBooker Support Specialist, apply now by submitting your CV and your motivational letter below.

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