Job Description

Your career as a Customer Success Solutions Specialist at Booksy will give you the unique opportunity to bring intelligence, speed, and scale to how we serve our global customers.

In this role, you’ll blend technical execution with CS strategy, empowering our Customer Success teams through smart automation and system design. You’ll act as the key driver for optimizing CS operations, from deploying AI-driven omnichannel handling to developing proactive workflows that significantly reduce manual effort and elevate the customer experience

You will join our Customer Success team, a passionate group committed to providing the best service to our customers, and reporting to the CS Change Manager. This is a genuinely remote-first opportunity, and you can be based in Poland, UK or Spain.

What you will achieve:

• You’ll shape the future of our Customer Success operations by identifying process bottlenecks and implementing automation or self-serve improvements.
• You’ll design and implement scalable workflows, automations, and routing logic across various systems and functions to increase agent effectiveness.
• You’ll manage and evolve Agentic AI assistants for deflection, triage, and agent support, continuously analyzing performance for iterative improvements.
• You’ll act as the bridge between our global CS strategy and local team realities, customizing global workflows to fit regional market specifics while maintaining consistency.
• You’ll drive the adoption of new technologies and AI initiatives, creating simple, engaging content to ensure high usage rates across global, non-technical teams.
• You’ll partner with analytical counterparts to translate operational data into actionable insights and tools that empower the team.

Requirements

To excel in this role, which requires balancing technical expertise with a strategic, agent-centric mindset, you’ll need provable, deep expertise and experience in/of the following areas:

• A deep understanding of customer service KPIs, quality management, and multi-channel CS operations (voice, chat, email, social).
• A solid understanding of contact deflection, routing logic, and the ticket lifecycle management.
• Basic technical proficiency (e.g., API, prompt configuration, or low/no-code builder).
• Experience with AI-based automation, such as Agent Assist, CoPilot, or LLM chatbots.
• Excellent problem-solving and stakeholder management skills.
• A strong, analytical, and data-driven mindset, comfortable working with performance dashboards.
• Structured project management: the ability to manage multiple, simultaneous initiatives, prioritize requests from various countries, and stick to deadlines without constant supervision.

Benefits

• The opportunity to be part of something big – the world’s fastest growing beauty marketplace
• Flexible working hours and opportunity to work remotely within your country
• Work in a welcoming team which is always ready to help
• Opportunity to develop in an international environment – we have teams in 6 countries
• Additional benefits that might differ depending on the location

A bit about Booksy:

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange ‘me time’ moments, we’re in the business of helping people thrive and feel fantastic.

Working in a rapidly growing and evolving company comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we’ve got to be honest, you won’t always find that here. However, if you’re a driven self-starter, with initiative and the motivation to grow your career in an environment that’s rapidly changing as we scale-up globally, then the chances are that you’ll love it at Booksy.

Our Diversity and Inclusion Commitment:

We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at belonging@booksy.com, so we can best support you

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