Customer Support Representative

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

📋 Description

• Address customer inquiries through email, chat, and phone with empathy and clarity.

• Provide users with education on the WeTravel product and assist them in reaching their objectives.

• Resolve issues and escalate bugs or technical challenges when necessary.

• Develop and revise help center articles and internal support documentation.

• Collaborate with product and engineering teams to convey user feedback.

• Aid potential customers with pre-sales inquiries before transitioning them to the sales team.

• Balance time between reactive support and proactive initiatives.

• Work with engineers to investigate bugs, verify fixes, and contribute to product enhancements.

• Enhance support content, processes, tools, and systems.

• Oversee inboxes, workflows, tags, macros, and reporting within support platforms.

⛳️ Requirements

• A minimum of 4 years of experience in customer support, preferably within a SaaS or tech-oriented setting.

• Advanced proficiency in English (C1 or higher), both written and verbal.

• Fluency in Spanish, both written and verbal.

• Familiarity with support platforms such as Intercom, Zendesk, or similar tools.

• Experience in managing inboxes, workflows, tags, macros, and reporting.

• Practical experience collaborating with engineers to investigate bugs, confirm fixes, and aid in product improvements.

• Ability to communicate clearly and concisely under pressure.

• Proactive, organized, and capable of working independently.

• A quiet home office setup.

• Flexibility to work varied hours, including weekends.

• Availability for one 4-hour weekend shift approximately every 7–9 weeks.

• Legal eligibility to work in a LATAM country via citizenship or residency.

• No visa sponsorship or relocation assistance will be provided.

• Bonus: experience in phone support.

• Bonus: technical or integration experience such as with Zapier, APIs, or Google Analytics.

🏝️ Benefits

• Full-time fixed-term contract as an international contractor.

• Generous “Time to Recharge” policy with unlimited paid time off.

• Amsterdam Program: visit the Amsterdam headquarters for 2–4 weeks each year, staying in a WeTravel apartment.

• Work From Anywhere benefit allowing eligible employees to temporarily work from another approved location for up to four weeks per calendar year.

• Comprehensive paid family leave.

• Three paid volunteer days each year.

• Two-week cross-functional onboarding program.

• Access to cutting-edge equipment and tools.

• Coverage for certain work-from-home equipment.

• An international team passionate about travel, adventure, and innovation.