Customer Support Specialist, Travel Agency
Posted 26 days ago
You'll complete your application on Purely Optimal's career site.
About the Role
As a Customer Support Specialist, your focus will be delivering excellent service to members by serving as their main contact for billing, account issues, and travel reservations. You will work within a remote-first team, providing consistent support via multiple channels to ensure members have a positive experience. This position suits a service-focused person who enjoys collaborating and maintaining top-tier communication standards. You will have the chance to partner with operational staff and grow professionally as the firm expands its global reach. By updating support documentation and refining internal workflows, you will play a key role in enhancing member satisfaction and operational performance.
Requirements
- Prior experience in the travel sector, specifically within airlines, booking platforms, hotels, travel agencies, or OTAs.
- At least 12 to 24 months of experience in member or customer support, preferably within ticketing or email-based systems.
- Strong command of written and spoken English, with the capacity to communicate complicated concepts simply.
- A solution-oriented, calm, and empathetic approach to handling a high volume of tickets.
- Technical skills in CRM platforms, helpdesk software, and booking systems.
- A dependable internet connection and a quiet environment for working.
- Availability to work a set Monday through Friday schedule, from 8:00 AM to 5:00 PM EST.
- Submission of a one-minute video introduction during the application process.
Responsibilities
- Manage incoming member inquiries by triaging the inbox, setting request priorities, and ensuring prompt resolution of tickets.
- Deliver comprehensive assistance via live chat, email, and intermittent phone calls regarding cancellations, bookings, account details, modifications, and billing.
- Direct users through the company interface, perform identity verification, and manage sensitive account data with security in mind.
- Collaborate with external vendors and internal operations teams to fix booking-related or on-property problems.
- Update existing templated responses and support resources while tracking recurring issues.
- Escalate intricate matters to relevant departments to ensure underlying problems are fully resolved.
Benefits & Perks
- A remote-first workplace culture that emphasizes flexibility and results.
- Direct access to the operations team, allowing you to influence process development.
- Strong opportunities for career advancement into operations or senior support roles as the business grows.
- Full-time freelance engagement structure with compensation handled through monthly invoicing.
- A comprehensive initial training phase that includes daytime schedule overlap prior to moving into the regular Eastern Standard Time shift.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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