Community Support Specialist (Epic Trips)

Jobgether; Brasil; Teletrabalho; BRL 67 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote work

Global team environment

Continuous learning

Shift-based coverage

Resumo da oferta

Jobgether is seeking a Community Support Specialist (Epic Trips) based in Brazil for a fully remote position. You will assist travelers and Travel Buddies through the entire journey, from booking to departure, in a high-volume, shift-based environment.

You will handle questions, resolve complex issues, and investigate situations that lack established answers, contributing to a safe and meaningful international travel experience in a multicultural team.

Qualificações

• Advanced English proficiency to communicate with travelers from diverse backgrounds.
• Experience in customer service or related fields is required.
• Ability to follow processes while maintaining a human tone.
• Strong organizational skills and attention to detail in ticket handling.
• Comfortable in high-volume, shift-based environments.
• Problem-solving mindset with initiative to resolve complex issues.

Responsabilidades

• Handle tickets and support cases from travelers and Travel Buddies.
• Resolve issues by applying processes, policies, and available resources.
• Investigate situations lacking defined procedures and propose solutions.
• Escalate cases outside procedures and collaborate with teams.
• Identify safety-related situations and follow escalation protocols.
• Document interactions and case information accurately.
• Contribute to improving ticket categorization and deflection processes.
• Maintain a healthy, organized support queue balancing speed and quality.

Conhecimentos

Advanced English

Customer service

CRM familiarity

Ticketing platforms

Problem solving

Autonomous work

High-volume support

Ferramentas

CRM systems

Ticketing platforms

Descrição da oferta de emprego

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Community Support Specialist (Epic Trips) based in Brazil.

As a Community Support Specialist, you’ll help travelers and Travel Buddies navigate every stage of their group-trip journey. You’ll provide thoughtful support throughout a journey that can span several months, from booking through departure. Working in a high-volume, shift-based environment, you’ll handle questions, resolve complex issues, and investigate situations that don’t always have an established answer. You’ll combine structured processes with independent problem-solving and a warm, human communication style. Your work will directly contribute to a smooth, safe, and meaningful experience for travelers from around the world. This is a fully remote role within a collaborative, multicultural customer experience environment.

Accountabilities

• Handle questions, requests, and support cases from travelers and Travel Buddies through tickets and various online and offline channels.
• Resolve complex customer issues by applying established processes, policies, guidelines, and support resources.
• Investigate situations that do not yet have clearly defined processes and take initiative to identify appropriate solutions.
• Escalate cases that fall outside existing procedures and collaborate with relevant teams to make informed decisions.
• Identify situations involving traveler safety or potential risks and follow the appropriate escalation protocols.
• Accurately document every customer interaction, including contact reasons and relevant case information.
• Contribute to improving ticket categorization, taxonomy, and deflection processes through accurate and consistent documentation.
• Maintain a healthy and organized support queue while balancing response speed, quality, and overall traveler experience.

Requirements

• Advanced English proficiency, with confidence communicating clearly and naturally with travelers from diverse backgrounds.
• Previous experience in customer service, customer support, Customer Experience, or a related field.
• Ability to follow processes, playbooks, and canned responses while maintaining a welcoming and human communication style.
• Strong organizational skills and attention to detail, particularly when categorizing tickets and recording customer information.
• Comfortable working in high-volume environments with structured, shift-based routines.
• Strong problem-solving and critical-thinking skills, especially when handling cases without an obvious solution.
• Ability to work autonomously, investigate issues, take initiative, and involve the appropriate people when necessary.
• Availability to work a 5x2 schedule, including weekends, based on operational requirements.
• Strong awareness and sensitivity when identifying situations that may involve safety concerns or other risks.
• Experience with customer support or high-volume support operations is a plus.
• Familiarity with ticketing platforms, support tools, or CRM systems is a plus.
• Experience working in technology companies, startups, marketplaces, or digital platforms is advantageous.
• Experience in travel, tourism, remote work, or multicultural environments is a plus.
• Curiosity and a proactive approach to understanding the context behind each customer situation.

Benefits

• Fully remote work arrangement.
• Opportunity to support travelers and contribute to meaningful international group-trip experiences.
• Work within a global and multicultural environment.
• Collaborative Customer Experience team and opportunities for continuous learning.
• Role offering exposure to customer support operations, problem-solving, and process improvement.
• Flexible operational environment structured around shift-based support coverage.