Senior Customer Support Specialist

About the Company

An established e-commerce business in the international travel documents space serves more than 300,000 travelers across 195+ countries for international driving permits and related services. The team is looking for someone who handles customer trust with care and precision.

Role Overview

This position is the first point of contact for customers over email, WhatsApp, and phone. The work involves checking orders, following up on open items, and ensuring requests are handled accurately. It suits someone who works carefully, reads closely, and understands that mistakes usually come from missing details rather than moving too slowly.

What Success Looks Like

• All messages are handled within the expected service level agreement.
• Each order is checked against the quality checklist before it moves ahead.
• Open cases are proactively followed up until they are resolved.
• Unusual or complicated cases are identified early and escalated instead of being overlooked.

Candidate Profile

The ideal person has several years of customer support experience and is comfortable managing both email and messaging channels, especially WhatsApp. Strong written English is essential, along with the ability to work independently, stay organized, and respond in a clear, professional, and approachable way. Familiarity with support and workflow tools such as ClickUp, Intercom, and Airtable is helpful, though a quick learner can adapt quickly. The role also requires someone who welcomes regular feedback and uses quality reviews to improve performance.

Who This Role Is Not For

This opportunity is not intended for someone looking for a short-term stop while between jobs. The team is small, so each person’s work has a direct impact on customer experience. Ongoing feedback, weekly work reviews, and steady growth are part of the environment.

Work Setup and Compensation

• Remote role open to candidates who can work from anywhere.
• Full-time schedule of approximately 40 hours per week.
• Contractor arrangement.
• Payment is made monthly in USD.
• There is a growth path into senior customer support, quality assurance, or team lead responsibilities as the company expands.

Application Process

Applicants must complete a brief application form that includes four scenario-based questions and a 2–3 minute Loom video introducing themselves. Applications that do not include the Loom video will not be considered.