At Bridebook, we're digitising the wedding industry! Join us in transforming the wedding planning experience for engaged couples around the world.

Who is Bridebook anyway?

Bridebook is a SaaS and Marketplace scale-up business revolutionising the wedding industry. We are proud to be the UK’s number one wedding planning app and the ONLY global provider! Our mission is to make the wedding planning journey as happy as possible for engaged couples everywhere!

With over 90% of the world’s 7.5bn population expected to get married in their lifetime, the wedding industry is massive. It is 50% larger than the global taxi and food delivery markets combined, yet it sadly lags in digitalisation and lacks solutions for the modern-day needs of both couples and businesses.

So here's Bridebook, set to disrupt the wedding industry

Our innovative platform is designed to make wedding planning effortless and stress-free. From personalised wedding checklists, budget management tools, a vast selection of venues and suppliers, and endless inspiration – you can access it all at your fingertips, on your mobile device! After recently becoming the first app of its kind to launch globally, Bridebook now enables couples to plan destination weddings anywhere in the world.This exciting expansion makes it a truly fantastic time to join us on our journey!

Our team is made up of talented creative, analytical, and tech-focused minds! We’ve collaborated with some fantastic partners including the Natural History Museum, Hilton, the Ritz, Etsy and Jimmy Choo, and have been featured 12 times on the App Store as well as been rated the number 1 app by Apple. Our investors are well known for supporting some previous successful unicorns such as Airbnb, Pinterest, Skyscanner and Tesla.

What will I be doing?

This role is dedicated to delivering exceptional customer support as the primary point of contact for both B2C and B2B customers in the DACH region (Germany, Austria, Switzerland), while also supporting other global markets when needed. You will manage daily support operations, addressing inbound customer requests (both paying and non-paying) promptly and effectively. Your focus will be on resolving queries with empathy, maintaining high service standards, and providing practical solutions to customer inquiries in native-level German and professional English.

In addition to managing support tickets, you will take ownership of the customer feedback stream for the DACH market, ensuring insights are captured and shared with the wider team. You will represent the voice of the DACH customer within the Customer Service function, ensuring all relevant assets (templates, articles) are culturally and linguistically aligned with the region.

This role plays a crucial part in amplifying the voice of the DACH customer within the business and ensuring a consistent, high-quality customer experience, while being flexible to support other markets. We’re looking for a strong team player who thrives in a collaborative environment and actively contributes to shared goals.

Note: This role is a German Speaking role.

Specific responsibilities will include:

• Manage and respond to customer service tickets using HubSpot CRM, ensuring timely and effective resolutions for both B2B and B2C queries in the DACH region and other global markets as needed. Maintain visibility across pipelines and handle related administrative tasks efficiently.

• Build strong relationships with internal teams like Tech, Sales, and Account Management through effective communication, working collaboratively to deliver customer solutions, ensure smooth handovers, and minimise churn.

• Handle customer complaints by providing timely solutions and alternatives, following up to ensure resolution and high customer satisfaction.

• Track and respond to customer feedback across multiple channels (e.g., Google Play, App Store, Customer.io), ensuring valuable insights are escalated to relevant teams for continuous improvement.

• Provide proactive administrative support for key projects and ad-hoc commercial initiatives, including ownership of customer service assets such as help article translations and template updates, to ensure smooth and consistent operations across customer service processes.

• Take ownership of updating and maintaining customer service assets (e.g., help articles, templates), ensuring they remain accurate, relevant, and aligned with regional and global needs.
  

  We’re looking for someone who:

  • Strong language Skills: For this role you will be required to have full working proficiency with both German & English.

  • Is passionate about customer service: You genuinely enjoy helping people and have a knack for providing exceptional support.

  • Is an excellent communicator: You have strong written and verbal communication skills and can explain complex information clearly and concisely.

  • Is a problem-solver: You're resourceful, analytical, and can think critically to find solutions to customer challenges.

  • Is detail-oriented and organized: You can manage multiple tasks efficiently, prioritize effectively, and maintain accurate records.

  • Is a team player: You thrive in a collaborative environment and are willing to support your colleagues to achieve shared goals.

  • Is tech-savvy: You're comfortable using various software and platforms, including CRM systems (e.g., HubSpot), customer support tools (e.g., Zendesk), and other online tools.

  • Language skills: For this role you will be required to have full working proficiency with both German & English.
    

    What if you’re a partial fit?

    
    We love hearing from anyone who is enthusiastic about changing the wedding industry and welcome candidates with different backgrounds and experiences! We prioritise grit, positivity, and the willingness to get stuck in, and encourage you to apply even if your experience doesn’t exactly match this job description.
    

    Benefits

    • 25 days of annual leave, with an extra day every year after three years (up to 30 days)

    • Hybrid Working, we’d love to see you in twice a week, but you are free to come in more often if you’d like

    • £500 per year Learning and Development budget

    • Enhanced Family-Friendly Policies

    • Cycle to Work Scheme

    • One month fully paid Sabbatical Leave after five years in BB

    • 2 weeks Working From Home Near Home per year

    • Wedding Leave (5 days paid)

    • Half-Day Wedding Anniversary Leave

    • An accessible, beautiful and dog-friendly office, with weekly breakfasts, communal lunches, alongside free snacks and more

    • Yearly BB Summit and quarterly events to celebrate milestones!
      

      Location

      London, Hammersmith (working hybrid, minimum 2 days a week)
      

      Our values

      One Team: Together we are better.

      Keep Accelerating: We work smart.

      Create Joy: We celebrate going above and beyond.
      

      Equal employment opportunity

      Research shows that women, neurodiverse individuals, and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! At Bridebook we are committed to creating a diverse and inclusive environment and strongly encourage you to apply.
      

      So what’s next?

      You’ll hear from our team within 2 weeks regarding your application. We believe in efficient and meaningful conversations, so you’ll be happy to hear there isn’t a whopping 7 stage process!

      That's all for now - see you on the dancefloor!