Temporary Customer Support Agents

About Heidi

Heidi was born to make it easy for more and more people to discover the power of the mountains. We burst onto the ski holiday market in 2018 (formally known as Ski Zoom) and have seen exponential growth.

The company came from a desire to fix the lack of flexibility in the winter ski market. We help skiers and mountain lovers discover resorts that are hidden gems alongside the classics, and our clever tech is helping them to do it in a way that suits them best. We're a youthful, challenger brand, with an awesome culture, and we're shaking up a very traditional ski/mountain holiday industry.

Looking to the future, we have huge ambitions for growth. We have grown year on year and expect 2026 to be our biggest yet. In that time we came 63rd in the Times top 100 fastest growing UK companies, securing £5.6 million investment and just had our most successful season ever in which we were able to hit profitability . Key to that is also growing the Heidi team with even more brilliant people than we have now. So we are looking for someone who will be fundamental to the success of our vision and is excited to help us drive that forward.

The Role

This is a hands-on, fast-paced customer support role covering our peak winter season, when tens of thousands of Heidi customers are travelling to the mountains. You'll be the person they reach when they need help - before they go, while they're away, and when things don't go to plan.

We'll be straight with you: this is a demanding role, and we want you to know exactly what you're signing up for. But you won't be doing it alone. From day one, you'll receive comprehensive training, have access to clear guides and processes, and be surrounded by an experienced, supportive team that's always ready to help.

We work hard, back each other up, and genuinely enjoy what we do.

This is a temporary opportunity running until the end of our winter season in April.

Our Winter Season

• It's busy. Properly busy. During peak periods, you'll be working in a fast-paced environment where priorities can change quickly and every day is different.
• It's a team effort. You'll have full training, clear guides and resources, and a supportive team around you to help you succeed. You'll never be expected to figure things out alone.
• We work incredibly hard during the winter, but we also celebrate our wins together with regular team socials, recognition, and plenty of laughs along the way.
• Peak season brings everyone across Heidi closer - teams collaborate closely, support each other, and work towards the same goal of helping customers have the best possible holiday. You'll be part of a wider company culture where people share ideas, celebrate wins, and genuinely enjoy working together.

If you thrive when it's hectic, genuinely love helping people, and enjoy being part of an energetic, collaborative team, you'll love it here.

What you'll be doing

• Providing high-volume support across phone, live chat, and email throughout the winter season.
• Helping customers before, during, and after their trips - from pre-departure questions to in-resort issues.
• Managing live disruption calmly and taking ownership of problems until they're resolved.
• Learning our products, systems, and processes quickly - we'll train you, and you'll have the tools and support you need to succeed.
• Owning your individual performance metrics, including response times, customer satisfaction, and resolution rates.
• Pitching in wherever the team needs you. When it's all hands on deck, that means everyone.
• Sharing ideas and feedback to help us continuously improve. Your voice matters here, and many of our best improvements come from the people supporting our customers every day.

What you'll bring

You don't need ski holiday experience. Genuinely. We'll teach you everything you need to know about ski holidays. What we do need:

• Customer support experience - you've supported real customers with real problems and you care deeply about solving them.
• Resilience - you recognise that customer support can be challenging at times, but you don't let difficult conversations or setbacks define your day. You're able to reset, ask for support when needed, and keep showing up with empathy and care.
• Genuine care - you actually want to help people. Not as a line on your CV; it's just who you are.
• Fast learning - you pick things up quickly, ask good questions, and get up to speed quickly.
• A pitch-in attitude - you spot what needs doing and get it done.
• Availability to work weekends and bank holidays throughout the season.

The interview process

• TA Screen (30 mins) with Luke (our recruiter) or Louise (Commercial Manager).
• Onsite Interview (90 mins) with Victoria (Customer Support Manager) and Charlie (Customer Support Team Leader).
• Culture interview (30 mins) with Alexander (Co-founder).

Why work with us?

• £26,500 salary
• 25 days annual leave + bank holidays + 4 "me/wellbeing" days
• We have a hybrid working policy and are happy for people to balance their working week between the office and home.

Additional employee perks

• Heidi holiday credit + additional holiday discounts.
• A fun packed company social calendar including our summer party, end of term conference and budget for team celebrations

• Health insurance.
• Enhanced parental leave for primary /secondary carers and adoptive parents.

Our Commitment to inclusive hiring

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to age, sex, ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.