Community Support Specialist (Epic Trips)

Worldpackers Corp; Guarulhos; Presencial; BRL 33 000 - 67 000; Tempo integral

Resumo da oferta

Worldpackers is seeking a Community Support professional to join our Group Trips journey. You’ll be the primary point of support for travelers and Travel Buddies, answering questions, solving problems, and helping shape solutions when processes don’t exist yet.

The role emphasizes autonomy, human-driven communication, and collaboration with cross-functional teams to keep the support queue healthy and effective across online and offline channels.

Qualificações

• Advanced English with confidence communicating with travelers worldwide.
• Experience in customer service, support, or related areas.
• Ability to work with processes, playbooks, and canned responses while keeping a human tone.
• Strong organization and attention to detail, especially in categorizing tickets and logging information.
• Comfortable working in high-volume environments with a structured, shift-based routine.
• Strong problem-solving skills, especially for unclear situations.
• Autonomy to investigate, take initiative, and involve the right people when needed.
• Availability to work a 5x2 schedule, including weekends.
• Sensitivity to recognize safety or risk situations and act per protocols.

Responsabilidades

• Handle questions and requests from travelers and Travel Buddies through tickets across channels.
• Resolve complex problems following defined processes and guidelines.
• Investigate cases lacking a playbook and identify best solutions.
• Escalate situations outside existing processes and collaborate with relevant teams.
• Identify traveler safety concerns and follow escalation protocols.
• Log every contact accurately to improve ticket taxonomy and deflection processes.
• Keep the support queue organized and maintain balance between speed and quality.

Conhecimentos

Advanced English

Customer service experience

Process oriented

Attention to detail

High-volume environment

Autonomy

Weekend availability

Ferramentas

CRM tools

Descrição da oferta de emprego

At Worldpackers, we believe that travel can transform people - and transformed people can transform the world.

Since 2014, we’ve been building a global community of conscious travelers and welcoming hosts, enabling meaningful connections and thousands of collaborative experiences around the world.

Our purpose is rooted in connection. We exist to foster personal growth, cultural exchange, and a more socially and environmentally sustainable world through travel.

Respect, inclusion, collaboration, and continuous learning guide everything we do. Being part of Worldpackers — as a traveler, host, or team member — means being part of a diverse, global community where different perspectives are valued and discriminatory behavior has no place.

Being part of Worldpackers means working with purpose - helping more people experience transformative journeys through connection.

We’re looking for someone who wants to grow with us and help create unforgettable collaborative experiences around the world.

About the role

At Worldpackers, we believe traveling is about much more than discovering new places — it’s about the people we meet along the way and the experiences we take with us.

Within our Group Trips ecosystem, travelers join group trips that last around 7 days. From the moment they book their trip until the day they leave, there’s a journey of around 4 months filled with questions, changes, unexpected situations, and different support needs.

That’s where you come in.

We’re looking for someone to join our Community Support team and become an important point of support for travelers and Travel Buddies throughout this journey. You’ll answer questions, solve problems, navigate more complex situations, and, often, help build the solution when there isn’t an existing process for a particular case yet.

More than simply following ready-made answers, we’re looking for someone who can solve problems with autonomy, keep communication human and welcoming, and know when it’s time to involve the right people in a decision.

This is a high-volume, shift-based role focused on keeping the support queue healthy as a whole.

What you’ll do

• Handle questions and requests from travelers and Travel Buddies through tickets across the different online and offline channels in our ecosystem.

• Resolve complex problems by following the processes, policies, and guidelines defined by the team.

• Handle situations that don’t yet have a well-established process by investigating the case and looking for the best solution instead of simply waiting for a playbook.

• Escalate situations that fall outside existing processes and work directly with the relevant people and teams to build decisions and solutions.

• Identify and act on situations involving traveler safety, following our escalation protocols.

• Accurately log every contact and its reason, contributing to the evolution of our ticket taxonomy and deflection processes.

• Help keep the queue organized and healthy, balancing speed, quality, and traveler experience.

What we’re looking for

• Advanced English, with confidence communicating with travelers from different parts of the world.

• Previous experience in customer service, support, Customer Experience, or related areas.

• Ability to work with processes, playbooks, and canned responses without losing a human and approachable tone.

• Strong organization and attention to detail — especially when it comes to accurately categorizing tickets and recording information.

• Comfortable working in high-volume environments with a structured, shift-based routine.

• Strong problem-solving skills, especially when dealing with situations that don’t have an obvious answer.

• Autonomy to investigate, take initiative, and involve the right people when needed.

• Availability to work a 5x2 schedule, including weekends, according to the team’s operational needs.

• Sensitivity to recognize situations that may involve risks or safety concerns and act according to the defined protocols.

It’s a plus if you have

• Previous experience in Customer Support, Customer Experience, or high-volume support operations.

• Experience providing support in tech companies, startups, marketplaces, or digital platforms.

• Experience with ticketing/support tools and CRMs.

• Experience or familiarity with travel, tourism, or global communities.

• Experience working in remote and multicultural teams.

• Curiosity and an interest in understanding the context behind each situation, rather than simply answering the question that came in.