Customer Support Specialist, Travel Agency

This is a fully remote position, open to applicants in Philippines, +3 more countries.

📋 Description

• Manage email inquiries, organize the inbox, prioritize tasks, and resolve member tickets.

• Assist members through email, live chat, and occasionally phone regarding bookings, cancellations, changes, membership, and billing.

• Guide members through the platform and aim to resolve issues at the first point of contact whenever feasible.

• Verify member identities and securely manage account information.

• Collaborate with operations and suppliers to address booking and on-site issues.

• Escalate relevant cases at the appropriate time.

• Maintain standardized responses and support content.

• Identify recurring issues and report root causes to the operations team.

⛳️ Requirements

• Experience in the travel industry is essential, including background at an OTA, travel agency, airline, hotel, or booking platform.

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

• Exceptional written and verbal communication skills in English.

• Strong writing abilities with a knack for simplifying complex topics.

• Ability to remain calm and empathetic under pressure with a solutions-oriented approach.

• Highly organized and detail-focused; capable of managing a busy ticket queue.

• Comfortable with learning helpdesk, CRM, and booking tools.

• Dependable internet connection and a quiet, professional remote work environment.

• Availability to work Monday to Friday, from 8:00 AM to 5:00 PM Eastern Standard Time.

• A one-minute video is required as part of the application process.

🏝️ Benefits

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

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

• Direct communication with the operations team, allowing for influence on process enhancements.

• Full-time freelance engagement compensated through monthly invoicing.

• A training period with daytime schedule overlap prior to transitioning to the standard EST shift.