Who we are:
Brit Stops is a unique travel scheme that connects motorhomers with a network of welcoming pubs, farm shops and other fantastic Hosts that provide members a free overnight stop in exchange for bringing the businesses increased footfall. The company is growing quickly with sales more than doubling over the past four years. Brit Stops was recently acquired by Harvest Hosts (a high-growth American travel business with a similar scheme).  The new management team is dedicated to further enhancing the product and continuing to expand the Host network, while maintaining the spirit and community feel of the Brit Stops programme.
 

What we do:
The Brit Stops scheme gives Britstoppers (what we call our customers) access to ~1,100 Host locations across the UK and Ireland, including pubs, farm shops, vineyards, aires, and other attractions. Motorhomers purchase a subscription to our website and app, which provides information about our Host locations. Britstoppers can stay at as many Brit Stops locations as they want during the course of the year, although stays are limited to a single night with no hookups required (i.e., water, electricity, etc.). The scheme has generated an estimated £25M in incremental turnover for small businesses since it was founded in 2011 and is expected to drive another £5M in Host location sales this year.  It is truly a win-win programme for both Britstoppers and Hosts.
 

About the position:
The Member & Host Success Specialist will work with both Britstoppers and Hosts to ensure that all parties have a great experience using the Brit Stops product. On the Britstopper side, the Specialist will assist with customer service enquiries, troubleshoot billing issues, provide light-weight technical support (e.g., how to download / open the app), and generally work to keep Britstoppers happy. On the Host side, the Specialist will help answer basic support-related questions, onboard new Hosts on the network, gather data / update existing Host location profiles, and provide support for monthly Host updates.
 

The position will require using basic customer service (Intercom) and CRM (Hubspot) platforms to track and respond to issues in a timely manner. This position will report to the Host Success Operations Manager (based in the US) and work closely with the General Manager of Brit Stops (based in the UK). The role will also work with functional specialists from the US-based Harvest Hosts’ team as needed.
 

This is a fully-remote and fixed-term position with a 6-month contract based in the UK.  The role will require 40 hours per week and will be paid hourly. There is potential for this contract to be extended and/or the role to evolve into a full-time position depending on the growth of the company and the candidate’s performance.
 

What you’ll be doing:
Day-to-day responsibilities will be focused on the following areas, broken down by approximate time allocation:

• Customer Service Activities (50% of time): Utilise email and our customer service platform, Intercom, to respond to customer support tickets and chats and troubleshoot user issues in a timely and professional manner; answer enquiries that come through social media channels as needed.
• Host Success Support (40% of time): Assist with data review and onboard new Hosts onto the Brit Stops scheme; review existing Brit Stops’ Host location profiles and gather additional information and images to help our Hosts’ be more successful on the scheme; enter data and keep information updated in our CRM system, Hubspot, as well as internal database tools; provide general support to Hosts and troubleshoot issues.
• Reporting & Administrative Support (10% of time): Provide assistance with reporting and updates about the Brit Stops scheme (e.g., help with updates based on data in Hubspot, email updates, and material creation); offer administrative support as needed (e.g., help with agendas, scheduling meetings, etc.)

About you: 
The ideal candidate should have 2-3+ years of experience in customer support / success roles, be a self-starter, and possess a solutions-oriented, can-do attitude. Brit Stops is dedicated to supporting amazing small businesses across the UK and Ireland, and the ideal candidate will share that passion. While not required, knowledge of motorhoming and/or van life is a plus.

Additionally, specific experience and competencies include:
 

Technical:

• Experience working with customer support ticketing / chat platforms, ideally Intercom
• Experience using CRM platforms, specifically Hubspot
• Experience using productivity tools, such as Asana, to track tasks / manage deadlines

Other Competencies:

• Strong written and verbal communication skills
• Strong level of comfort with phone outreach -- this is a key part of the role as many of the Brit Stops’ Hosts prefer phone calls over email communication
• High level of organisational skills and ability to juggle multiple priorities
• Genuine passion for working with people and helping others

Compensation & Benefits: 
Brit Stops is dedicated to providing competitive pay and benefits commensurate with the part-time nature of the role. Specifics include:

• £13 per hour pay rate
• Pro-rated days of leave based on hours worked per week over the course of the 6-month contract
• Pension participation
• Other statutory benefits
• Potential to extend contract or become full-time employee based on business growth

Timing: 
We are looking to fill this position as soon as we find the right candidate!

Diversity & Inclusion:
Brit Stops (and parent company Harvest Hosts Opco LLC) appreciates your interest in our company as a place of employment. It is Brit Stops’ policy to provide equal opportunity for employment to all qualified employees and applicants, regardless of race, religion, religious affiliation, ancestry, citizenship status, marital status, familial status, sexual orientation, gender identity, colour, creed, national origin, sex, age, disability, or veteran status or any other characteristic protected by law. This policy applies to all areas of employment including recruitment, placement, training, transfer, promotion, termination, pay, and other forms of compensation and benefits. Brit Stops will provide reasonable accommodations to qualified individuals.

Timing: We are looking to fill this position as soon as we find the right candidate!

Harvest Hosts appreciates your interest in our company as a place of employment. It is Harvest Hosts policy to provide equal opportunity for employment to all qualified employees and applicants, regardless of race, religion, religious affiliation, ancestry, citizenship status, marital status, familial status, sexual orientation, gender identity, color, creed, national origin, sex, age, disability, or veteran status or any other characteristic protected by local, state or federal law. This policy applies to all areas of employment including recruitment, placement, training, transfer, promotion, termination, pay, and other forms of compensation and benefits. Harvest Hosts will provide reasonable accommodations to qualified individuals