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Freelancers / Remote
Remote Customer Support Representative Contract Full Time NEW
About This Opportunity
WeTravel is hiring a remote Customer Support Representative in LATAM to help travel organizers around the world get the most out of the WeTravel platform.
You’ll resolve customer issues, answer product questions, troubleshoot technical challenges, improve help center content, and collaborate with Product, Engineering, and Sales teams to improve the customer journey.
This is a full-time, remote international contractor role with high autonomy and visibility in a fast-paced, collaborative customer experience team.
View their full job description and apply directly with them by clicking on the apply button
*Please only apply if you meet the requirements*
What You Will Be Doing
Respond to customer questions through email, chat, and calls with empathy and clarity.
Educate users about the product and help them achieve their goals.
Troubleshoot customer issues.
Escalate bugs and technical challenges when necessary.
Work with engineers to investigate bugs, validate fixes, and contribute to product improvements.
Create and update help center articles and internal support documentation.
Collaborate with Product and Engineering teams to share customer insights.
Assist prospective customers with questions before connecting them with Sales.
Manage your time between reactive customer support and proactive tasks.
Contribute to improving support content, processes, and tools.
Use support platforms such as Intercom, Zendesk, or similar tools to manage customer interactions, workflows, tags, macros, and reporting.
Requirements
4+ years of customer support experience, ideally in SaaS or a technology-driven environment.
C1 or higher English proficiency.
Fluent Spanish, both written and verbal.
Experience using modern customer support platforms such as Intercom, Zendesk, or similar.
Experience with inbox management, workflows, tags, macros, and reporting.
Empathetic, patient, and customer-focused communication style.
Hands-on experience collaborating with engineers to investigate bugs and validate fixes.
Clear and concise communication, including under pressure.
Proactive, organized, and comfortable working independently.
Comfortable working in a fast-paced environment and managing multiple priorities.
Interest in improving content, processes, and tools.
Quiet home office setup.
Willingness to work flexible hours, including some weekends.
Availability for approximately one 4-hour weekend shift every 7–9 weeks.
Bonus Skills
Phone support experience.
Technical or integration experience, such as Zapier, APIs, or Google Analytics.
Benefits & Notes
Full-time fixed-term international contractor position.
Generous “Time to Recharge” unlimited paid time off policy.
Amsterdam Program: visit the Amsterdam HQ for 2–4 weeks each year, staying in WeTravel apartments.
Work remotely from another approved location for up to 4 weeks per calendar year, subject to eligibility.
Extensive paid family leave.
Three paid volunteer days per year.
Two-week cross-functional onboarding program.
Cutting-edge equipment and tools.
Coverage for certain work-from-home equipment.
International, travel-focused team.
Important Eligibility Note
Candidates must have the full legal right to work in a LATAM country through citizenship or residency.
WeTravel does not offer visa sponsorship or relocation assistance for this role.
The position is performed under a B2B contractor agreement, with monthly payments in USD.
