Customer Support Specialist

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

📋 Description

• Manage email inquiries as the primary responsibility, sorting the inbox, prioritizing, and addressing member tickets with clear, precise, and friendly responses.

• Assist members through various channels, including email, live chat, and occasional phone interactions, regarding bookings, cancellations, modifications, membership, and billing inquiries.

• Navigate members through the platform and resolve issues on the first contact whenever feasible.

• Confirm identity and manage account information securely, adhering to member verification and data-handling protocols.

• Collaborate with operations and suppliers to address at-property or booking concerns, and escalate appropriate cases at the right moments.

• Maintain canned responses and help content to ensure that common queries receive prompt and consistent answers.

• Identify trends in recurring issues and communicate them to the operations team to address root causes, rather than just individual tickets.

⛳️ Requirements

• Experience in the travel industry (required). You have previously worked in travel or hospitality, whether at an OTA, travel agency, airline, hotel, or booking platform, and you comprehend how bookings, cancellations, and itineraries function.

• Exceptional written and verbal English skills, clear, warm, and professional. Members evaluate us based on your communication, making this as vital as the travel knowledge mentioned above.

• 1–2+ years of experience in customer or member support, preferably in an email-based or ticketing environment.

• Strong writing skills, capable of simplifying complex issues and resolving them in one well-crafted response.

• Composed and empathetic under pressure, with a genuine solutions-oriented attitude.

• Organized and detail-focused, comfortable managing a busy ticket queue without losing track.

• Tech-savvy, quick to learn helpdesk, CRM, and booking tools.

• A dependable internet connection and a quiet, professional remote workspace.

🏝️ Benefits

• Remote-first approach with a flexible, results-oriented culture.

• Significant impact, as you are the person members depend on during critical moments.

• Opportunities for advancement into senior support or operations roles as the company grows.

• Direct access to the operations team, with your insights helping to shape our improvements.