Company Overview
Our client operates a two-sided marketplace and software platform in the outdoor hospitality space.
On one side, travelers use the platform to discover and book campgrounds and RV parks. On the other, park operators rely on the software to manage reservations, payments, availability, and day-to-day operations.
Because the product sits directly in the flow of bookings and payments, support is not just a service function — it’s critical to customer trust, retention, and revenue. When issues happen, they often involve real travel plans and time-sensitive situations.
Your Role
We're hiring a Customer Support Representative to work day-to-day tickets from travelers and park operators. You'll follow the triage and escalation playbooks the support team has built, resolve what's within your scope, and flag anything that needs a lead's judgment or urgency. Support here touches real bookings and real trips, so accuracy and follow-through matter as much as speed.
You’ll:
Answer support tickets from travelers and park operators across chat, email, and phone
Triage each ticket against the team's playbooks and resolve what's within your scope
Escalate payment, booking, or account issues that need a lead's judgment
Use AI tools to draft responses faster and keep documentation current
Log recurring issues so the team can address root causes
Keep ticket notes and macros accurate so the next person isn't starting from zero
Meet response and resolution targets during your shift
You Bring:
1-3 years in customer support or a similar customer-facing role
Strong written English, clear enough for U.S.-based travelers and operators
Comfortable handling a high volume of tickets without losing accuracy on payment or booking details
Calm, clear communication when a traveler's trip is on the line
Comfortable using AI tools to speed up repetitive parts of the job
Basic troubleshooting instincts, digging into an issue before escalating it
Reliable schedule adherence and follow-through on open tickets
Bonus Points:
Experience in travel, hospitality, or marketplace support
Familiarity with booking or payment platforms
Background writing macros or contributing to support documentation
Experience working in a startup or software environment
What’s Offered:
Fully remote contractor role
Open to candidates across LATAM
Work aligned with U.S. business hours (overlap required)
20 days PTO + U.S. holidays
Reports to the Customer Support & Operations Lead, with room to grow as the team scales
Compensation based on experience
Interview Process
1️⃣ Intro call — experience, communication, and approach to support
2️⃣ Hiring manager interview — systems thinking and escalation judgment
3️⃣ Short challenge — propose workflows, automations, and metrics for sample scenarios
4️⃣ Final conversation — alignment and expectations
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