Customer Service Representative

About Blys

Blys is a global marketplace platform for in-home massage, beauty and wellness — connecting customers with qualified, vetted mobile providers who come to them, 7 days a week from 6am to midnight. Trusted by 150,000+ customers with a 4.9-star rating across 35,000+ verified reviews, we operate across Australia, New Zealand, the US, the UK, Canada and Europe. Our Kathmandu team is central to keeping that experience seamless — supporting customers and providers across time zones, day and night.

The Role

As a Customer Service Representative, you're the voice of Blys. You'll be the first point of contact for customers and providers — helping people book, resolving issues quickly, and making every interaction feel warm, easy and human. You'll work across live chat, email and phone to keep bookings running smoothly on both sides of the marketplace.

Requirements

What you'll do

• Respond to customer queries across live chat, email and phone, with speed and genuine care

• Help customers book, reschedule and manage appointments, and troubleshoot any issues along the way
• Support providers with booking-related questions, availability and platform navigation
• Resolve booking conflicts, cancellations and last-minute changes calmly and proactively
• Coordinate with internal teams to match bookings and escalate anything that needs a second set of hands
• Keep accurate records of interactions and flag recurring issues so we can fix root causes, not just symptoms
• Contribute to a great experience for both sides of the marketplace, upholding Blys' trust and safety standards

What we're looking for

• Excellent written and spoken English
• Strong communication skills with a customer-first, empathetic mindset
• Calm and resourceful under pressure — you solve problems rather than pass them along
• Comfortable working across multiple tools and switching context quickly
• Detail-oriented and organised, with solid follow-through
• Willing and able to work rotational shifts.

Nice to have

• Prior experience in customer support, hospitality, or a marketplace/tech environment
• Familiarity with helpdesk or CRM tools (e.g. Freshdesk, Zendesk or similar)
• Experience supporting international customers

Benefits

Why Blys

• Mission- driven company,- we want to change the world!
• Collaborative, supportive culture with strong recognition and team rituals
• Wellness-first benefits and a genuine investment in your growth
• 5 days work week
• Competitive remuneration package
• Fun team events and company trips