Customer Experience Specialist (Night Shift - Remote)

The AI-powered OS for beauty,
wellness and self-care

About Fresha
Fresha is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices.
Trusted by millions of consumers and businesses worldwide. Fresha is used by 140,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.
The company is headquartered in London, United Kingdom, with 15 global offices located across North America, EMEA and APAC.

Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive business software and financial technology solutions.
Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.
The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.
Important things to know
We operate a 24/7 customer experience team and this role will require you to work shifts on a scheduled basis.
Shifts: 12AM-8AM 
Salary: 1250 EUR Gross Per Month 
Working Setup: Fully Remote 
Start Date: May 4th 2026
Role Overview
Given our exciting and progressive growth plans, we are looking for an exceptional Customer Experience Specialist to come and join our global business.
Reporting directly to the CXTeam Lead and collaborating with Fresha clients, you will be accountable for handling support tickets and communicating with partners through email.
Note that this approach may evolve over time, and we may incorporate additional contact channels such as voice/phone, live chat, social media, WhatsApp, and SMS. If these channels are introduced, you will be responsible for managing them as well.
This is an excellent opportunity for someone looking to work in a fast-paced and changing environment who likes to work in a close-knit cross-disciplinary team, enjoys complex domains and wants to make an impact.

Delight our Partners and their clients

• Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients
• Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
• Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
• Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
• Be a proactive problem solver, going the extra mile to delight our partners

Testing and investigating

• Proactively test and investigate problems that our partners raise in our software
• Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
• Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes 

High performance

• Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
• Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
• Support your CX colleagues to achieve their targets and become high performers
• Constantly strive to raise the standards across the team to create a high performing culture

Ongoing learning and development

• Take onboard feedback from QA and coaching sessions
• Actively engage in QA and coaching session with your colleagues and Tribe Lead
• Become a product guru by constantly growing your product knowledge 
• Keep up with the launch of new products and features so you are fully prepared to support partners when new features and products go live

This list is not exhaustive and there may be other activities you are required to deliver.

What we are looking for

• Curious - Problem solver who willget to the root cause of problems and find creative solutions to exceed our partners expectations
• Passion - Delighting our partners so they never want to leave Fresha and advocate for the brand
• English Language - Deliver high quality written and spoken responses in English to partner questions and queries
• Technical Mindset - Comfortable using, navigating and explaining how to use our multifaceted beauty and wellness software
• Ability To Work At Pace - Continually learning as our software continue to grow and evolve
• Ambiguity - Comfortable learning through testing and using the product  
• Enthusiasm - Positivity and a can do attitude
• Feedback - Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role.
  

Interview Process

• Screen Call - Video-call with a member from the Talent Team (30m)
• Skills & Experience - Video-call with CX Hiring Team (30m)
• Tech & Written Assessment - In-person with CX Hiring Team (60m)
• Cultural Assessment - Video-call with VP of CX (30m)

We aim to finalise the entire interview process and deliver feedback within 2 weeks.
Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe.