Senior Customer Support Specialist

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

📋 Description

• Oversee the resolution of intricate support cases involving hosts and travelers through various channels, such as HubSpot, WhatsApp, video calls, phone, and the Worldpackers Inbox.

• Deliver personalized, high-touch support to key hosts, fostering trusted relationships and providing tailored assistance.

• Navigate sensitive issues related to disputes, policy breaches, or potential legal matters with empathy and sound judgment.

• Collaborate closely with our Legal team by drafting case documentation and aiding in the decision-making process for complex scenarios.

• Examine community safety issues by assessing user history, feedback, and policy adherence to uphold a trusted marketplace.

• Monitor and react to public reviews on external platforms, safeguarding and enhancing the Worldpackers brand.

• Recognize operational bottlenecks and spearhead initiatives to enhance workflows, documentation, automation, and support procedures.

• Take ownership of and continuously refine our Help Center to ensure users can easily access accurate, self-service information.

• Handle chargebacks, refund evaluations, and payment-related inquiries.

• Assist in onboarding, knowledge sharing, and the growth of new Customer Support team members.

• Collaborate with leadership during recruitment processes, aiding in candidate evaluation through interviews and technical assessments.

• Monitor customer satisfaction metrics and engage in projects aimed at enhancing both the customer experience and operational excellence.

⛳️ Requirements

• Professional background in Customer Support, Customer Experience, Trust & Safety, or a similar customer-facing position.

• Experience addressing complex customer escalations or sensitive support scenarios.

• Proficiency in English.

• Proficiency in Spanish.

• Advanced skills in Portuguese.

• Exceptional written and verbal communication abilities.

• Strong analytical skills and adeptness in problem-solving.

• Capability to make sound decisions in ambiguous or high-pressure situations.

• Experience using customer support platforms and CRMs.

🏝️ Benefits

• Options for remote work.

• Opportunities for professional development.