This is a fully remote position, open to applicants in Latin America.

📋 Description

• Respond to support tickets from travelers and park operators through chat, email, and phone.

• Assess each ticket using the team's playbooks and resolve issues within your authority.

• Escalate payment, booking, or account-related matters that require a lead's decision.

• Utilize AI tools to expedite response drafting and maintain up-to-date documentation.

• Record recurring issues for the team to tackle underlying problems.

• Ensure ticket notes and macros are precise and accurate.

• Achieve response and resolution goals during your shifts.

• Suggest workflows, automations, and metrics for sample scenarios during the short challenge.

• Report directly to the Customer Support & Operations Lead.

⛳️ Requirements

• 1-3 years of experience in customer support or a similar client-facing position.

• Excellent written English, clear enough for U.S.-based travelers and operators.

• Ability to manage a high volume of tickets while maintaining accuracy in payment and booking details.

• Maintain calm and clear communication when a traveler's trip is at stake.

• Comfortable using AI tools to enhance efficiency in repetitive tasks.

• Basic troubleshooting skills, investigating issues before escalating them.

• Consistent adherence to schedules and follow-through on outstanding tickets.

• Experience in travel, hospitality, or marketplace support.

• Familiarity with booking or payment platforms.

• Background in writing macros or contributing to support documentation.

• Experience in a startup or software environment.

• Open to candidates from across LATAM.

• Availability to work in alignment with U.S. business hours (overlap is necessary).

🏝️ Benefits

• Fully remote contractor position.

• 20 days of PTO plus U.S. holidays.

• Working hours aligned with U.S. business hours (overlap required).

• Opportunities for growth as the team expands.

• Remote career prospects at innovative startups globally.