Remote Travel Support Specialist — Member Care

Purely Optimal Inc.; México; Remote; MXN 41,000 - 102,000; Full time

Benefits offered by this job

Remote-first culture

Growth opportunities

Close collaboration with operations

Job summary

Travel Hack Ventures Inc. is seeking a Customer Support Specialist to own member inquiries from first message to resolution. The role centers on email support, with live chat and occasional voice support, and involves guiding members through bookings, cancellations and account questions.

You will work with the operations team to ensure smooth member experiences, respond clearly and empathetically, and resolve issues with minimal replies while maintaining privacy and data security.

Qualifications

• Travel industry experience required.
• Excellent written and spoken English.
• 1–2+ years in customer support, ideally email-based.
• Strong writing instincts to explain complex topics in one reply.
• Calm and empathetic under pressure with a solutions-first mindset.
• Organized and detail-oriented with a busy ticket queue.

Responsibilities

• Handle email inquiries as the core of the role, triage inbox, prioritize, and resolve tickets with clear, friendly replies.
• Support members across channels (email, live chat, phone) on bookings, cancellations, modifications, memberships, and billing questions.
• Guide members through the platform and resolve issues at first contact wherever possible.
• Verify identity and handle account details securely following procedures.
• Coordinate with operations and suppliers to resolve issues and escalate cases when needed.
• Maintain sharp canned responses and help content for fast, consistent answers.
• Spot recurring issues and flag patterns to fix root causes, not just tickets.

Skills

Travel industry experience

Email support

Live chat

CRM

Written English

Problem-solving

Booking systems

Job description

Travel Hack Ventures Inc. is seeking a Customer Support Specialist to own member inquiries from first message to resolution. The role centers on email support, with live chat and occasional voice support, and involves guiding members through bookings, cancellations and account questions.

You will work with the operations team to ensure smooth member experiences, respond clearly and empathetically, and resolve issues with minimal replies while maintaining privacy and data security.