Full-Time Customer Support Specialist – Travel Agency

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

📋 Description

• Manage email inquiries as the primary focus of the role, sorting through the inbox, prioritizing, and addressing member tickets with clear, accurate, and friendly responses.

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

• Guide members through the platform and resolve issues on the first contact whenever possible.

• Verify identity and securely manage account details, adhering to member verification and data handling protocols.

• Collaborate with operations and suppliers to address at-property or booking issues, escalating appropriate cases timely.

• Maintain canned responses and help content effectively to ensure common inquiries receive prompt and consistent answers.

• Identify trends in recurring issues and report them to the operations team to address root causes rather than merely resolving tickets.

⛳️ Requirements

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

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

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

• Strong writing abilities, capable of simplifying complex information and resolving issues in a single well-crafted response.

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

• Organized and detail-oriented, adept at managing a busy ticket queue without losing track of threads.

• Comfortable with technology, quick to learn helpdesk, CRM, and booking tools.

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

🏝️ Benefits

• Salary: USD 200–500 per month, based on experience.

• Shift: Monday to Friday, 8:00 AM to 5:00 PM Eastern Standard Time (EST). You must be available to work US business hours regardless of your home time zone.

• Engagement type: Remote, full-time, freelance basis (monthly invoice).

• Training period: The first 2-4 weeks may operate on a daytime schedule that overlaps with the operations team before transitioning to the standard EST shift.

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

• Significant impact, as you are the person members depend on when it matters most.

• 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 improvements.