Customer Support Specialist for a Travel Agency
About the position Travel Hack Ventures Inc. operates a membership travel service that unlocks private hotel rates across millions of properties worldwide. Members pay an annual fee and save more than they spend, with bookings powered by a global network of hotel suppliers. Our support team is the human side of that promise, the people who make sure every member feels looked after. As a Customer Support Specialist, you will own member inquiries from first message to resolution. The bulk of the role is handling email support, reading carefully, answering clearly, and resolving issues in as few replies as possible, alongside live chat and occasional voice support. You will work closely with the operations team to keep members moving through bookings, cancellations, and account questions without friction.
Responsibilities
- Handle email inquiries as the core of the role, triage the inbox, prioritize, and resolve member tickets with clear, accurate, friendly replies.
- Support members across channels, email, live chat, and occasional phone, on bookings, cancellations, modifications, membership, and billing questions.
- Guide members through the platform and resolve issues at first contact wherever possible.
- Verify identity and handle account details securely, following member verification and data-handling procedures.
- Coordinate with operations and suppliers to resolve at-property or booking issues, and escalate the right cases at the right time.
- Keep canned responses and help content sharp so common questions get fast, consistent answers.
- Spot patterns in recurring issues and flag them to the operations team so we fix root causes, not just tickets.
Requirements
- Travel industry experience (required). You have worked in travel or hospitality before, whether at an OTA, travel agency, airline, hotel, or booking platform, and you understand how bookings, cancellations, and itineraries actually work.
- Excellent written and spoken English, clear, warm, and professional. Members judge us by how well you communicate, so this matters as much as the travel knowledge above.
- 1–2+ years in customer or member support, ideally email-based or in a ticketing environment.
- Strong writing instincts, able to explain something complex simply and resolve it in one well-crafted reply.
- Calm and empathetic under pressure, with a genuine solutions-first mindset.
- Organized and detail-oriented, comfortable managing a busy ticket queue without dropping threads.
- Tech-comfortable, quick to learn helpdesk, CRM, and booking tools.
- A reliable internet connection and a quiet, professional remote workspace.
Nice-to-haves
- Optional but encouraged: a brief sample of how you would reply to a member email asking to cancel a booking, we care most about how you communicate.
Benefits
- Remote-first with a flexible, results-driven culture.
- Real impact, you are the human members rely on when it matters most.
- Room to grow into senior support or operations as the company scales.
- A direct line to the operations team, your insights shape how we improve.