Customer Support Specialist - Travel Agency

About the Company

The employer runs a membership-based travel service that gives members access to private hotel pricing across a vast global hotel network. Members pay an annual membership fee and can often save more than they spend, while the company’s support team serves as the human connection that helps members feel supported throughout their journey.

Role Overview

This position is for a Customer Support Specialist who will manage member questions from the first message through to final resolution. The main focus is email support, with additional work through live chat and occasional voice support. You will partner with the operations team to help members move smoothly through bookings, cancellations, account issues, and other service-related concerns.

Key Duties

• Manage email as the primary support channel by sorting incoming messages, prioritizing urgent cases, and replying with accurate, courteous, and easy-to-understand responses.
• Assist members via email, live chat, and sometimes phone with booking changes, cancellations, membership queries, and billing-related questions.
• Help users navigate the platform and solve issues at the first point of contact whenever possible.
• Confirm member identity and handle account information carefully, following secure verification and data-handling processes.
• Work with operations and suppliers to address property-level or booking-related problems and escalate cases appropriately.
• Maintain and improve canned responses and help articles so repeat questions can be answered quickly and consistently.
• Identify recurring support issues and share patterns with the operations team so underlying problems can be fixed.

Requirements

• Previous experience in the travel or hospitality sector is required, such as work with an online travel agency, travel agency, airline, hotel, or booking platform, with a practical understanding of reservations, cancellations, and itineraries.
• Strong written and verbal English skills with a tone that is clear, warm, and professional.
• At least 1-2 years of experience in customer or member support, preferably in email support or a ticketing workflow.
• Ability to write concise, thoughtful replies that explain issues simply and aim to resolve matters in a single response.
• A calm, empathetic, and solution-oriented approach when handling pressure or difficult situations.
• Strong organization and attention to detail, with the ability to keep up with a busy queue without losing track of conversations.
• Comfort using technology and learning new helpdesk, CRM, and booking systems quickly.
• A stable internet connection and a quiet, professional space to work remotely.

Schedule and Compensation

The pay range is USD 200 to 500 per month, based on experience. The work schedule is Monday to Friday, 8:00 AM to 5:00 PM Eastern Standard Time (EST), and candidates must be available during US business hours regardless of their local time zone. The role is remote, full-time, and freelance in engagement style, with monthly invoicing. The first 2-4 weeks may follow a daytime training schedule that overlaps with the operations team before moving to the standard EST shift.

Why Join

• Remote-first environment with a flexible, results-focused culture.
• The chance to make a meaningful difference for members who rely on support at important moments.
• Opportunities to progress into senior support or operations roles as the business grows.
• Direct collaboration with the operations team, allowing your feedback to influence improvements.

Application Notes

Applicants are asked to submit a CV, a brief summary of their support background, and a one-minute video explaining why they are a strong fit for the role. A short sample reply to a customer asking to cancel a booking is optional but encouraged, as communication style is a major part of the evaluation.