• Respond to incoming calls, live chats, and emails from Phorest clients. • Diagnose and troubleshoot software questions. • Use remote-access tools to support clients through technical issues. • Build strong product knowledge across the Phorest platform. • Escalate more complex or critical issues to senior support teams. • Act as the voice of the customer by sharing product feedback and feature requests. • Collaborate with Support, Product, and Engineering teams.

• Brindar atención de calidad mundial a colaboradores de nuestros clientes más importantes. • Realizar el soporte diario de Humand en distintos clientes de Latinoamérica. • Identificar inconvenientes y ayudar a resolverlos con velocidad y calidez. • Contactar a los líderes de RR. HH. de distintas empresas, a quienes vas a brindarles apoyo y capacitación a la hora de resolver sus inquietudes. • Capacitar a nuestros clientes y educarlos con el uso de nuestra plataforma. • Realizar el reporting y seguimiento de sus inconvenientes, recopilando feedback para nuestro equipo de Producto. • Entender los problemas de los clientes para ayudarlos a mejorar sus procesos con ideas innovadoras para ellos.

Role Description We are currently growing our remote customer support team and are looking for individuals who enjoy helping others and creating positive client experiences. As a Travel Customer Care Representative, you will assist with travel coordination, reservation assistance, and client communication while helping ensure trips are organized smoothly from beginning to end. This opportunity is a great fit for dependable individuals who are comfortable working remotely, managing details, and providing professional customer support. No prior travel experience is required, and full training is available for qualified candidates. Key Responsibilities - Support clients with vacation planning assistance and travel-related coordination - Research hotels, resorts, cruises, transportation, and package options through approved company platforms - Verify travel details, reservations, and itinerary information for accuracy - Provide professional assistance and recommendations tailored to client requests and travel goals - Respond to client inquiries through email, phone, and online communication channels - Assist with itinerary changes, booking updates, and customer service concerns - Attend virtual training sessions and participate in ongoing team communication Qualifications - Strong customer service and communication abilities - Good organizational and multitasking skills - Comfortable using online systems, computers, and communication tools - Reliable internet connection required - Ability to work independently and stay detail focused - Must be at least 18 years old - Must be legally authorized to work in the US, UK, Mexico, Australia, or Spain Benefits - Remote work flexibility - Flexible scheduling options - Training and onboarding support - Access to travel discounts, incentives, and supplier promotions - Supportive and team-oriented work environment - Opportunities for long-term professional growth

• Handle customer inquiries via email and community channels efficiently and in a structured manner • Draft clear, concise, and consistent responses with a focus on clarity and quality • Maintain oversight and work in a structured way during peak periods (e.g., high jackpots causing significantly increased ticket volumes) • Systematically collect, cluster, and document customer feedback so it can be used by product and development teams • Identify recurring topics and patterns and proactively surface them • Continuously improve existing content, responses, and knowledge structures • Use AI-assisted tools in daily support operations and help further optimize them • Contribute within the team to improve support processes using data and increase efficiency