Remote Travel Support Specialist — Tickets & Escalations

Atomic Hr; Tepic; A distancia; MXN 285.000 - 399.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Fully remote

LATAM opportunities

US hours overlap

PTO 20 days + US holidays

Descripción de la vacante

Atomic Hr is hiring a Customer Support Representative for a fully remote contractor role. You will handle tickets from travelers and park operators, triage with playbooks, and escalate when needed. The work touches real bookings and payments, so accuracy and timely follow-up are essential. We welcome candidates across LATAM who can align with U.S.

business hours. The role offers 20 days of PTO plus U.S. holidays, with reporting to the Customer Support & Operations Lead and opportunities to grow

Formación

• 1-3 years in customer support or a similar customer-facing role.
• Strong written English, clear for U.S.-based travelers and operators.
• Comfortable handling a high volume of tickets without losing accuracy on payment or booking details.

Responsabilidades

• Answer support tickets from travelers and park operators across chat, email, and phone.
• Triage tickets against team playbooks and resolve what is in scope.
• Escalate payment, booking, or account issues needing leadership judgment.
• Use AI tools to draft responses and keep documentation current.
• Log recurring issues for root-cause analysis and process improvement.
• Keep ticket notes and macros accurate for continuity.

Conocimientos

Customer support

Written English

High ticket volume

Clear communication

AI tools

Troubleshooting

Reliability

Herramientas

AI drafting tools

Ticketing systems/macros

Descripción del empleo

Atomic Hr is hiring a Customer Support Representative for a fully remote contractor role. You will handle tickets from travelers and park operators, triage with playbooks, and escalate when needed. The work touches real bookings and payments, so accuracy and timely follow-up are essential. We welcome candidates across LATAM who can align with U.S.

business hours. The role offers 20 days of PTO plus U.S. holidays, with reporting to the Customer Support & Operations Lead and opportunities to grow