Community Support Specialist – Epic Trips

Jobtailor; Deutschland; Hybrid; EUR 42.000 - 52.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Customer Support Specialist to handle questions and requests from travelers and Travel Buddies through tickets across online and offline channels.

You will resolve complex problems by following team processes, policies, and guidelines, investigate cases, escalate when needed, and keep the support queue organized while balancing speed, quality and traveler experience.

Qualifikationen

• Advanced English required with confidence communicating with travelers worldwide.
• Prior experience in customer service, support, or customer experience.
• Ability to work with processes, playbooks, and canned responses while staying human and approachable.

Aufgaben

• Handle questions and requests from travelers and Travel Buddies through tickets across online and offline channels.
• Resolve complex problems by following team processes, policies, and guidelines.
• Investigate cases without established processes and identify appropriate solutions.
• Escalate situations outside existing processes and collaborate with relevant people and teams.
• Identify and act on traveler safety situations according to escalation protocols.
• Accurately log every contact and reason.
• Contribute to the evolution of ticket taxonomy and deflection processes.
• Keep the support queue organized and healthy while balancing speed, quality, and traveler experience.
• Support travelers and Travel Buddies throughout their approximately four-month journey around group trips.

Kenntnisse

Advanced English

Customer service experience

Problem solving

Ticketing tools

High-volume support

Tools

Ticketing tools

CRMs

Jobbeschreibung

• Handle questions and requests from travelers and Travel Buddies through tickets across online and offline channels
• Resolve complex problems by following team processes, policies, and guidelines
• Investigate cases without established processes and identify appropriate solutions
• Escalate situations outside existing processes and collaborate with relevant people and teams
• Identify and act on traveler safety situations according to escalation protocols
• Accurately log every contact and reason
• Contribute to the evolution of ticket taxonomy and deflection processes
• Keep the support queue organized and healthy while balancing speed, quality, and traveler experience
• Support travelers and Travel Buddies throughout their approximately four-month journey around group trips

Requirements

• 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 while maintaining a human and approachable tone
• Strong organization and attention to detail
• Experience working in high-volume environments with a structured, shift-based routine
• Strong problem-solving skills
• Autonomy to investigate, take initiative, and involve the right people when needed
• Availability to work a 5x2 schedule, including weekends, according to operational needs
• Ability to recognize situations involving risks or safety concerns and act according to defined protocols
• Previous experience in Customer Support, Customer Experience, or high-volume support operations is a plus
• Experience providing support in tech companies, startups, marketplaces, or digital platforms is a plus
• Experience with ticketing/support tools and CRMs is a plus
• Experience or familiarity with travel, tourism, or global communities is a plus
• Experience working in remote and multicultural teams is a plus
• Curiosity and interest in understanding the context behind each situation is a plus

Core Competencies

Demonstrates strong problem-solving skills and the ability to manage customer inquiries effectively while maintaining a high level of organization and attention to detail. Proficient in navigating complex situations and collaborating with diverse teams to ensure traveler safety and satisfaction.

Highest-signal resume keywords

• Advanced English Communication
• Customer Service Experience
• Problem-Solving Skills
• Ticketing/Support Tools Experience
• High-Volume Support Operations

ATS Optimization Keywords

Soft Skills

• Strong Organization
• Attention to Detail
• Autonomy
• Curiosity

Industry Keywords

• Customer Experience
• Travel
• Tourism
• Global Communities
• Remote Teams

Tools & Technologies

• Ticketing Tools
• CRMs