• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards • Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints • Monitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunities • Conduct regular performance reviews, provide constructive feedback, and create professional development plans for team members • Handle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutions • Oversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeed • Collaborate with other departments to streamline processes, improve customer experience, and address systemic issues • Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness • Maintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvement • Foster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values

• Maintaining accurate records, databases and communication logs • Updating trackers and project information • Monitoring appointments, cancellations and access requests • Recording and tracking enquiries and complaints • Producing weekly and monthly reports • Supporting project mobilisation and administration • Preparing meeting agendas, minutes and action logs • Managing diaries and supporting scheduling activities • Providing general administrative support to the wider team

• Lead virtual onboarding sessions and product trainings for new customers • Serve as the primary point of contact for support tickets, troubleshooting, and technical questions • Partner closely with Account Management to ensure customers achieve full “healthy” status after onboarding • Document and track customer interactions in our CRM (Salesforce/HubSpot) • Experience in support ticketing via Zendesk & Dialpad is a bonus • Identify and escalate recurring product or workflow issues to the Product and Engineering teams • Support conference and on-site training events as needed (50-75% travel required) • Contribute to internal documentation, training materials, and support processes to improve team efficiency

Role Description As a Customer Support Specialist, you will own member inquiries from first message to resolution. The bulk of the role is handling email support, reading carefully, answering clearly, and resolving issues in as few replies as possible, alongside live chat and occasional voice support. You will work closely with the operations team to keep members moving through bookings, cancellations, and account questions without friction. What You'll Do - Handle email inquiries as the core of the role, triage the inbox, prioritize, and resolve member tickets with clear, accurate, friendly replies. - Support members across channels: email, live chat, and occasional phone, on bookings, cancellations, modifications, membership, and billing questions. - Guide members through the platform and resolve issues at first contact wherever possible. - Verify identity and handle account details securely, following member verification and data-handling procedures. - Coordinate with operations and suppliers to resolve at-property or booking issues, and escalate the right cases at the right time. - Keep canned responses and help content sharp so common questions get fast, consistent answers. - Spot patterns in recurring issues and flag them to the operations team so we fix root causes, not just tickets. Qualifications - Travel industry experience (required). You have worked in travel or hospitality before, whether at an OTA, travel agency, airline, hotel, or booking platform, and you understand how bookings, cancellations, and itineraries actually work. - Excellent written and spoken English, clear, warm, and professional. - 1–2+ years in customer or member support, ideally email-based or in a ticketing environment. - Strong writing instincts, able to explain something complex simply and resolve it in one well-crafted reply. - Calm and empathetic under pressure, with a genuine solutions-first mindset. - Organized and detail-oriented, comfortable managing a busy ticket queue without dropping threads. - Tech-comfortable, quick to learn helpdesk, CRM, and booking tools. - A reliable internet connection and a quiet, professional remote workspace. Requirements - Salary: USD 200–500 per month, depending on experience. - Shift: Monday to Friday, 8:00 AM to 5:00 PM Eastern Standard Time (EST). You must be available to work US business hours regardless of your home time zone. - Engagement type: Remote, full-time, freelance basis (monthly invoice). - Training period: First 2-4 weeks may run on a daytime schedule overlapping with the operations team before transitioning to the standard EST shift. Benefits - Remote-first with a flexible, results-driven culture. - Real impact, you are the human members rely on when it matters most. - Room to grow into senior support or operations as the company scales. - A direct line to the operations team, your insights shape how we improve. How to Apply Send your CV, a short note on your support experience, and a one-minute video (required) telling us why you are a fit for this role. Optional but encouraged: a brief sample of how you would reply to a member email asking to cancel a booking, we care most about how you communicate.