Full Time Customer Support – Travel Agency

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

📋 Description

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

• Assist members via email, live chat, and occasional phone interactions regarding bookings, cancellations, modifications, membership, and billing inquiries.

• Guide members through the platform while resolving issues at the first point of contact whenever possible.

• Authenticate identities and manage account details with a focus on security.

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

• Escalate relevant cases in a timely manner.

• Maintain standard responses and help content for member support.

• Identify recurring issues and communicate patterns to the operations team.

• Provide member support for Travel Hack Ventures Inc., a membership-based travel service that offers private hotel rates.

⛳️ Requirements

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

• Exceptional written and spoken English skills.

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

• Strong writing abilities with the capability to simplify complex topics.

• Ability to remain calm and empathetic under pressure, with a focus on finding solutions.

• Highly organized and detail-oriented, capable of managing a busy ticket queue.

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

• Must have a reliable internet connection and a quiet, professional workspace for remote work.

• Availability required 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

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

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

• Direct access to the operations team, allowing for insights that drive company improvements.

• Full-time freelance position with monthly invoicing.

• Training period with a daytime schedule overlap before transitioning to the standard EST shift.