Senior Customer Support Specialist

🔥 3 hours ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Worldpackers

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

✈️ Travel

🏪 Marketplace

🌍 Social Impact

💰 Venture Round - Worldpackers on 2022-10

Travel • Marketplace • Social Impact

Worldpackers is a global platform and community that connects travelers with hosts around the world to facilitate meaningful, affordable travel experiences through skill exchange, volunteering, and curated group trips. The company emphasizes community, cultural respect, and accessible travel, and operates a remote-first team while offering products like membership benefits, curated Epic Trips, and community content such as a podcast. Founded by travelers in 2014, Worldpackers focuses on trust, safety, and collaborative connections between travelers and hosts.

📋 Description

• Lead the resolution of high-complexity support cases involving hosts and travelers across multiple channels, including HubSpot, WhatsApp, video calls, phone, and the Worldpackers Inbox. • Provide high-touch support to key hosts, building trusted relationships and delivering personalized assistance. • Mediate sensitive situations involving disputes, policy violations, or potential legal implications with empathy and sound judgment. • Partner closely with our Legal team by preparing case documentation and supporting decision-making on complex situations. • Investigate community safety concerns, reviewing user history, feedback, and policy compliance to help maintain a trusted marketplace. • Monitor and respond to public reviews across external platforms, protecting and strengthening the Worldpackers brand. • Identify operational bottlenecks and lead initiatives to improve workflows, documentation, automations, and support processes. • Own and continuously improve our Help Center, ensuring users can easily find accurate, self-service information. • Manage chargebacks, refund analysis, and payment-related investigations. • Support onboarding, knowledge sharing, and the development of new Customer Support team members. • Partner with leadership during hiring processes, helping evaluate candidates through interviews and technical assessments. • Track customer satisfaction metrics and contribute to projects that improve both the customer experience and operational excellence.

🎯 Requirements

• Professional experience in Customer Support, Customer Experience, Trust & Safety, or a similar customer-facing role. • Experience handling complex customer escalations or sensitive support cases. • Fluent English. • Fluent Spanish. • Advanced Portuguese. • Excellent written and verbal communication skills. • Strong analytical thinking and problem-solving abilities. • Ability to make sound decisions in ambiguous or high-pressure situations. • Experience working with customer support platforms and CRMs.

🏖️ Benefits

• Remote working options • Professional development opportunities