Customer Support Representative

WorldVia; New York (NY); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical & dental insurance

Life insurance

401k with match

Paid time off

Travel discount program

Job summary

WorldVia Travel Network is seeking a Customer Support Representative (Member Success Specialist) in New York. You’ll be the friendly voice, helping agency members succeed by answering questions, guiding them through programs, and coaching them through next steps.

Responsibilities include resolving inquiries via phone, email, and chat, maintaining records, and collaborating with teams to handle complex issues while promoting products and services to help members grow their businesses.

Qualifications

• 2+ years of customer or client support experience.
• Engaging, empathetic communication—both written and verbal.
• Strong phone and active listening skills.
• Ability to adapt and respond to different communication styles.
• Resourcefulness, self-management, and great researching skills.
• Organized, able to multitask, prioritize, and manage time effectively.
• Available to work shifts between Monday and Friday, 9am to 8pm, and Saturday 9am-4pm.
• Experience in the travel industry is a plus!

Responsibilities

• Respond promptly to member inquiries via phone, email, video calls, and live chat
• Guide new members and make sure they’re excited about our programs and resources
• Troubleshoot issues, investigate solutions, and coach members through next steps
• Maintain accurate member records and document solutions in our systems
• Collaborate with the Agency Development & Service team and other departments to resolve advanced queries
• Inform members about additional products and services to help their business grow
• Meet personal and team support quotas and revenue targets
• Always champion an outstanding member experience

Skills

Customer support

Communication

Active listening

Multitasking

Time management

Education

High school diploma

Tools

CRM/Support Desk tools

Job description

WorldVia Travel Network

is a leading, innovative company supporting thousands of independent travel business owners across the U.S. Our team is passionate about helping our members succeed—delivering exceptional service, solutions, and support every day. Join a dynamic team where your work truly matters, and your ideas are valued.

The Opportunity

Are you energized by helping others, solving problems, and creating a positive member experience? We’re searching for a Customer Support Representative (known as Member Success Specialist internally) to join us. In this role, you’ll be the friendly, knowledgeable voice and advocate for our agency members—ensuring they get the answers, support, and encouragement they need to thrive.

What You’ll Do

• Respond promptly to member inquiries via phone, email, video calls, and live chat
• Guide new members and make sure they’re excited about our programs and resources
• Troubleshoot issues, investigate solutions, and coach members through next steps
• Maintain accurate member records and document solutions in our systems
• Collaborate with the Agency Development & Service team and other departments to resolve advanced queries
• Inform members about additional products and services to help their business grow
• Meet personal and team support quotas and revenue targets
• Always champion an outstanding member experience

Requirements

• 2+ years of customer or client support experience, ideally using CRM/Support Desk tools
• Engaging, empathetic communication—both written and verbal
• Strong phone and active listening skills
• Ability to adapt and respond to different communication styles
• Resourcefulness, self-management, and great researching skills
• Organized, able to multitask, prioritize, and manage time effectively
• High school diploma required
• Available to work shifts between Monday and Friday, 9am to 8pm, and Saturday 9am-4pm
• Experience in the travel industry is a plus!

Benefits

• Employer-Sponsored Medical and Dental Insurance with Employee Contribution
• Fully-Funded Life Insurance (1x salary) & LTD (Long-Term Disability Insurance)
• Optional Employee-Paid Vision Insurance and STD (Short-Term Disability Insurance)
• 401k with up to 4% Company Match
• Paid Time Off + Company Holidays
• Additional Time Off for Your Birthday and Work Anniversary
• Discount Travel Program

Equal Opportunity & E-Verify Statement

WorldVia is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace. We encourage applications from candidates of all backgrounds and experiences.

WorldVia participates in E-Verify. We will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.