Customer Support Representative - LATAM

WeTravel; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading travel technology company is looking for a Customer Support Representative to join their global team. This remote role involves helping travel organizers resolve issues, assisting with product questions, and improving systems and content. The ideal candidate has 1–2+ years in customer support, is fluent in both English and Spanish, and thrives in fast-paced environments. We offer unlimited paid time off, remote work opportunities, and a supportive team culture.

Servicios

Unlimited paid time off

Travel opportunities to Amsterdam HQ

Annual team off-site

Paid family leave

Volunteer days

Cross-functional onboarding program

Cutting-edge equipment

Formación

• 1–2+ years of experience in customer support, ideally in SaaS or tech-driven environment.
• Fluent in English and Spanish, both written and verbal.
• Empathetic, patient, and passionate about helping others.

Responsabilidades

• Respond to customer questions via email and chat.
• Educate users about the product and help them achieve their goals.
• Troubleshoot issues and escalate bugs or technical challenges.

Conocimientos

Customer support experience

Fluent in English and Spanish

Problem-solving

Clear communication

Organization

Descripción del empleo

Hi! 👋 I’m Gerda, Head of Customer Support at WeTravel. I’ve been with WeTravel for quite some time and have truly enjoyed growing with the company. I’m based in beautiful Budapest 🇭🇺, and I’m excited to find a new Customer Support Representative to join our amazing global team!

In this role, you’ll be on the front lines helping travel organizers around the world get the most out of our platform. From resolving customer issues and answering product questions, to improving our help center and collaborating across teams, your work will have a direct impact on the success and satisfaction of our users.

If you’re passionate about helping people, love problem-solving, and thrive in a fast‑paced, international environment—we’d love to meet you!

How We Work

At WeTravel, we run lean, move fast, and support each other fiercely. Our support team thrives in a high‑paced, collaborative environment where we constantly improve our service by sharing knowledge, learning from feedback, and staying close to our users. This is a remote‑first role with high autonomy, impact, and visibility.

You’ll collaborate closely with engineering, product, and sales teams to address user needs and improve the customer journey—while also contributing to the systems and content that power our support strategy.

Why You Should or Shouldn’t Apply

You should apply if you:

• Have 1–2+ years of experience in customer support, ideally in SaaS or a tech‑driven environment.
• Are fluent in English and Spanish, both written and verbal.
• Are empathetic, patient, and passionate about helping others succeed.
• Enjoy troubleshooting and can distinguish between user error and product bugs.
• Communicate clearly and concisely—even when under pressure.
• Are proactive, organized, and comfortable working independently.
• Love improving things—content, processes, and tools alike.
• Have a quiet home office setup and are open to working flexible hours, including some weekends.
• Have weekend availability: Occasionally work one weekend shift (4 hours), approximately once every 7‑9 weeks.

You might not be the right fit if you:

• Prefer a highly structured or corporate environment.
• Struggle with working autonomously in a fast‑paced setting.
• Are uncomfortable handling live support via chat and email.
• Don’t enjoy giving or receiving feedback regularly.
• Find it difficult to manage multiple tasks or priorities at once.

On a Weekly Basis You Will Find Yourself

• Responding to customer questions via email and chat with empathy and clarity.
• Educating users about our product and helping them achieve their goals.
• Troubleshooting issues and escalating bugs or technical challenges when needed.
• Creating or updating help center articles and internal support documentation.
• Collaborating with product and engineering teams to share user insights.
• Assisting prospective customers with questions before connecting them with sales.
• Managing your time effectively between reactive support and proactive tasks.

Benefits

• Full‑time - Fixed Term Contract (as International Contractor).
• Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.
• Amsterdam Program – visit us in Amsterdam (HQ) for 2‑4 weeks every year, staying in one of our WeTravel apartments.
• Work remotely for a maximum of 4 weeks per calendar year.
• Annual team off‑site (often somewhere sunny ☀️).
• Extensive paid family leave.
• Three paid volunteer days per year — take time to give back to causes you care about, on us.
• 2‑week cross‑functional onboarding program.
• Cutting‑edge equipment and tools to set you up for success. Coverage for certain work‑from‑home (WFH) equipment.
• Cambly for colleagues for whom English is not their first language.
• Join an international, travel‑loving team with a passion for adventure and innovation.

Please Note

• As a member of our international team, you’ll work full‑time under a B2B contractor agreement, with monthly payments in USD.
• For this role, we can only consider candidates who have the full legal right to work in a LATAM country (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

Equal Opportunities

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!