CX Support I, International Contractor (Philippines)

Nebraska Angels; Pennington (NJ); Hybrid; USD 25,000 - 44,000; Full time

Job summary

Travefy is seeking a customer support professional to join our fully remote team from the Philippines. You will handle live chat and email, assist with escalations, and collaborate with our AI agent to help travel professionals succeed.

You will overlap with a teammate in the Philippines and cover shifts that align with a US-friendly schedule, delivering empathetic, clear support while spotting trends and contributing to help articles and process improvements.

Qualifications

• Experience supporting customers inside a SaaS platform.
• Excellent written English communication.
• Calm under pressure and well-organized in a busy queue.

Responsibilities

• Deliver high quality support across live chat and email, alongside our AI agent, and step in on the rare phone escalation
• Troubleshoot platform issues and guide customers through workflows with clarity
• Escalate bugs and account concerns to the right teams at the right time
• Manage multiple conversations without losing context
• Identify trends in customer pain points and product feedback
• Contribute to help articles, internal docs and process improvements
• Show empathy, professionalism and urgency in all customer interactions

Skills

Customer support

Written English

Technical troubleshooting

Tools

Intercom

GitHub

HubSpot

Job description

Travefy is the connected system powering the travel industry.

More than 50,000 travel agencies and advisors trust Travefy to help them prove their value, simplify their work, and grow their businesses. Our platform is where they go to manage clients, design and sell stunning trips, market their brands, and run the back office.

Travel is booming, a new generation of advisors is reshaping the industry, and Travefy builds the tools they run on. Come help shape how an entire industry works.

About the Role

Support is a feature. Come build it with us.

At Travefy, we treat customer support as part of the product. Every chat, every email, every escalation is a chance to make a travel professional's day a little easier and their business a little stronger. If that idea pulls you in, keep reading.

The Shift You're Signing Up For

Philippines based, full time. Monday through Friday, 9:00 AM to 5:00 PM Philippines time (8:00 PM to 4:00 AM US Eastern, Sunday through Thursday). You'll overlap with a teammate in the Philippines for part of your day, and you'll cover each other's shifts when one of you is out.

Coverage windows can shift over time as the team grows and customer demand changes. We'll always be upfront with you about that.

What Your Days Look Like

• Deliver high quality support across live chat and email, alongside our AI agent, and step in on the rare phone escalation
• Troubleshoot platform issues and walk customers through workflows with calm, clear confidence
• Escalate bugs, technical issues and account concerns to the right people at the right time
• Juggle several conversations at once without dropping the thread on any of them
• Spot trends in customer pain points and product feedback before they turn into bigger problems
• Contribute to help articles, internal documentation and process improvements
• Show up for customers with professionalism, empathy and a real sense of urgency

Who You Are

You've supported customers inside a SaaS platform before. This one is required.

You write in English the way a thoughtful, confident human writes. Clear, warm, no fluff.

You think critically. You untangle a tricky issue without waiting to be told what to do next.

You stay steady. Organized and calm when the queue gets loud.

You learn fast. You pick up new tools quickly and aren't intimidated by anything technical.

You own it. You take ownership and follow through, even when no one is watching.

Bonus Points

• 2+ years in customer support, customer experience or technical support
• Time spent inside Intercom, GitHub, HubSpot or similar tools
• Any background in the travel industry

The Setup

• Independent contractor role, full time hours, fully remote.
• Competitive compensation based on experience.
• Bring your own setup: a reliable computer and internet.
• Real room to grow inside the CX team over the long term.

You are responsible for any local tax or compliance requirements that apply in the Philippines.