Customer Service Associate

Role overview

Thursday is looking for a Customer Service Associate to be the main voice for its users in London. In this junior position, you will handle customer conversations across email, in-app chat, messaging channels, review sites, and phone, making sure every interaction is quick, useful, and aligned with the brand’s tone. You will also help shape the support operation by creating the documentation, templates, and processes needed for the team to grow smoothly.

What you will handle

• Take full ownership of the primary support inbox and the Trips inbox, including sorting incoming messages, replying, resolving issues, and escalating sensitive or complicated cases to the appropriate team member.
• Monitor and answer guest questions in the in-app chat in real time, keeping the responses friendly, polished, and consistent with the company voice.
• Manage customer conversations across WhatsApp, Instagram, Intercom, and phone, while maintaining fast turnaround times and high service quality.
• Serve as the first contact for trip-related queries, using internal FAQs and the knowledge base to provide clear answers about bookings, changes, cancellations, and general travel questions.
• Run sales calls scheduled through Calendly, explain trip options to prospects, address concerns, and help turn enquiries into confirmed bookings.
• Identify recurring support themes and share useful feedback with product, marketing, and operations teams.
• Review and respond to customer feedback on third-party platforms such as Trustpilot in a professional and timely manner.
• Create and keep updated SOPs, canned responses, FAQs, and tone-of-voice guidance so support stays efficient as volume increases.
• Own and improve the AI response chat, expanding what it can resolve so it handles more queries accurately and reduces pressure on the support queue.
• Track service quality measures such as response times, resolution rates, and customer satisfaction, and recommend improvements where needed.
• Support additional projects as the support function develops; the role is flexible and helps define the working playbook.

What you should bring

• Strong written and spoken communication skills, with the ability to stay warm, professional, and calm under pressure.
• Interest in customer experience, ideally backed by previous work in support, hospitality, retail, or another customer-facing environment; internships are also relevant.
• Comfort working in a fast-moving early-stage setting where processes are still evolving.
• Strong organisation and close attention to detail, plus the ability to juggle several enquiries at the same time.
• A natural inclination toward improving processes rather than simply working around problems.
• Enthusiasm for Thursday’s mission and communication style, with added value if you already know its events and trips.
• Helpful to know: experience with helpdesk or live chat platforms such as Zendesk, Intercom, or Front, although training will be provided.

Additional information

This is a London-based role. It is described as a junior position and offers real scope to grow alongside the business.