Customer Support Representative

WorldVia; United States; Remote; USD 36,000 - 54,000; Full time

Benefits offered by this job

Employer-Sponsored Medical and Dental

Fully-Funded Life Insurance (1x salary

Optional Vision Insurance and STD

401k with company match

Paid Time Off + Holidays

Birthday and Work Anniversary time off

Discount Travel Program

Job summary

WorldVia is seeking a Member Success Specialist to be the friendly voice for our agency members across the United States. You’ll handle inquiries by phone, email, video, and live chat, guide new members, and help them maximize programs and resources.

You’ll troubleshoot, document solutions, collaborate with multiple teams, promote additional products, and strive to meet support and revenue targets while delivering an outstanding member experience.

Qualifications

• 2+ years in customer or client support
• Empathetic, engaging communication—written and verbal
• Strong phone and active listening skills
• Ability to adapt to different communication styles
• Resourceful, self-motivated, with research skills
• Organized, multitask, prioritize, manage time
• High school diploma required
• Availability for Mon-Fri 9am–8pm and Sat 9am–4pm
• Travel industry experience is a plus

Responsibilities

• Respond promptly to member inquiries via phone, email, video calls, and live chat
• Guide new members and ensure 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

CRM tools

Active listening

Communication

Multitasking

Time management

Education

High school diploma

Tools

CRM/Support Desk tools

Job description

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