Community Support Specialist – Epic Trips

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Address inquiries and requests from travelers and Travel Buddies via tickets across both online and offline channels.

• Tackle complex issues by adhering to team procedures, policies, and guidelines.

• Examine cases lacking established processes and determine suitable solutions.

• Escalate situations that fall outside existing procedures and collaborate with relevant individuals and teams.

• Recognize and respond to traveler safety concerns according to escalation protocols.

• Precisely document every interaction and its purpose.

• Participate in the enhancement of ticket categorization and deflection strategies.

• Maintain an organized and efficient support queue, balancing speed, quality, and traveler satisfaction.

• Assist travelers and Travel Buddies throughout their approximately four-month journey involving group trips.

⛳️ Requirements

• Proficient in advanced English, with the ability to communicate confidently with travelers from various regions of the world.

• Previous experience in customer service, support, Customer Experience, or related fields.

• Capability to follow processes, playbooks, and prepared responses while keeping a personable and approachable demeanor.

• Strong organizational skills and meticulous attention to detail.

• Experience in high-volume settings with a structured, shift-based schedule.

• Excellent problem-solving abilities.

• Ability to work independently, take initiative, and engage the appropriate individuals when necessary.

• Willingness to work a 5x2 schedule, including weekends, based on operational requirements.

• Capacity to identify risk or safety issues and respond according to established protocols.

• Previous experience in Customer Support, Customer Experience, or high-volume support operations is advantageous.

• Background in providing support within tech companies, startups, marketplaces, or digital platforms is beneficial.

• Familiarity with ticketing/support tools and CRMs is a plus.

• Experience or knowledge in travel, tourism, or global communities is a plus.

• Experience working within remote and multicultural teams is advantageous.

• A strong curiosity and interest in understanding the context behind each situation is a plus.

🏝️ Benefits

• Access to a global, diverse, and inclusive community.

• Opportunities for continuous learning.

• Engaging work focused on personal development, cultural exchange, and social and environmental sustainability.

• Fully remote work arrangement.