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 roleAs 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.
RequirementsWhat 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
- 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.
- 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
BenefitsWhy 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
Skills Required
- Excellent written and spoken English
- Strong communication skills with an empathetic mindset
- Calm and resourceful under pressure
- Comfortable working across multiple tools and switching context quickly
- Detail-oriented and organised with solid follow-through
- Willing and able to work rotational shifts
- Prior experience in customer support, hospitality, or a marketplace/tech environment
- Familiarity with helpdesk or CRM tools (e.g., Freshdesk, Zendesk)
- Experience supporting international customers
What We Do
We’re on a mission to make self-care accessible. Australians’ satisfaction with life as a whole is at its lowest level in 21 years, according to the latest Australian Unity Wellbeing Index. We think it’s time to change that. Access to self-care services can significantly improve our physical and mental health, help to reduce stress and anxiety, boost our self-esteem and lead to better relationships. These factors all play an important role in dealing with the daily stressors of life and contribute to our overall satisfaction. Simply put: When we prioritise our wellbeing we lead healthier, happier lives. This is where Blys come in. Blys makes it easy to access the self-care services you need. We bring massage, beauty and wellness treatments straight to your home, hotel and workplace—7 days a week, from 6am-midnight. Available across Australia, New Zealand, the US and the UK, the Blys platform seamlessly connects you with independent mobile wellness professionals in your local area. This is self-care, your way. Visit www.getblys.com to find out more. Wellness professionals: If you want to enjoy flexible hours and earn 2-3 x more than the industry standard then sign up today: www.getblys.com.au/provider/ Want to join the team in Blys HQ? If you're passionate about wellness and technology, come and help us achieve our mission. See open roles: www.getblys.com.au/careers
