CX Support I, International Contractor (LATAM)
About The Position
At Travefy, customer support is treated as an integral part of the product, aiming to make a travel professional's day easier and their business stronger. The company powers the success of travel professionals worldwide, including Travel Advisors, Tour Operators, and other travel businesses, by providing a platform for itinerary building, proposal sending, client management, and operational efficiency. The CX team is central to the customer experience, actively shaping how customers interact with the product and receiving recognition for their contributions. The role involves supporting customers primarily through live chat and email, with occasional phone escalations. Responsibilities include troubleshooting platform issues, guiding customers through workflows, escalating technical problems, managing multiple conversations simultaneously, identifying customer pain points and product feedback trends, contributing to documentation and process improvements, and collaborating with internal teams. The approach emphasizes thoughtful answers, customer education, and long-term trust-building, rather than a scripted or copy-paste support method.
Requirements
- Supported customers inside a SaaS platform before and know what good support actually feels like.
- Write in English the way a thoughtful, confident human writes. Clear, warm, no fluff.
- Can think critically and untangle a tricky issue without waiting for someone to tell you what to do next.
- Stay organized and steady when the queue gets loud.
- Pick up new tools quickly and aren’t intimidated by anything technical.
- Balance empathy with efficiency, because customers deserve both.
- Take ownership and follow through, even when no one is watching.
- Thrive in a remote, async friendly environment.
- Real SaaS support experience.
Nice To Haves
- 2+ years in customer support, customer experience, or technical support.
- Complete proficiency in written and verbal English.
- Time spent inside Intercom, GitHub, HubSpot, or similar support platforms.
- Any background in the travel industry.
Responsibilities
- Deliver high quality support across live chat and email, and step in on the rare phone escalation.
- Troubleshoot platform issues and walk customers through workflows with calm, clear confidence.
- Escalate bugs, technical issues, and account concerns to the right people at the right time.
- Juggle several conversations at once without dropping the thread on any of them.
- Spot trends in customer pain points and product feedback before they turn into bigger problems.
- Contribute to help articles, internal documentation, and process improvements so the next person has it easier.
- Work shoulder to shoulder with CX leadership, product, and other internal teams.
- Show up for customers with professionalism, empathy, and a real sense of urgency.
Benefits
- Competitive compensation based on experience and region.
- A flexible environment that respects your time and your work.
- Real opportunities for long term growth inside the CX organization.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
