全职客户支持（旅行社）
Full Time Customer Support (Travel Agency)
关于 Travel Hack
Travel Hack Ventures Inc. 运营一项会员制旅行服务，可在全球数百万家酒店中解锁私人房价。会员支付年费，节省金额超过支出，预订由全球酒店供应商网络支持。我们的客服团队是该承诺的人性化一面，确保每位会员感受到关怀。
职位描述
作为客户支持专员，你将负责从第一条消息到问题解决的整个会员咨询流程。大部分工作是处理电子邮件支持，仔细阅读、清晰回答，并在尽可能少的回复中解决问题，同时兼顾实时聊天和偶尔的电话支持。你将与运营团队紧密合作，确保会员在预订、取消和账户问题上顺畅无阻。
你将负责
- 以电子邮件咨询为核心，分类处理邮件箱，优先处理并用清晰、准确、友好的回复解决会员工单。
- 通过电子邮件、实时聊天和偶尔的电话支持会员，处理预订、取消、修改、会员和账单相关问题。
- 在首次接触时引导会员使用平台并解决相关问题。
- 安全地验证身份并处理账户信息，遵循会员验证和数据处理流程。
- 与运营团队和供应商协调，解决现场或预订问题，并在适当时间将正确案例升级。
- 保持常用回复和帮助内容的准确性，使常见问题得到快速且一致的答案。
- 发现重复问题中的模式，并向运营团队报告，以便我们解决根本原因，而不仅仅是处理工单。
- 要求
你具备
- 旅游行业经验（必需）。你曾在旅游或酒店业工作过，无论是在OTA、旅行社、航空公司、酒店还是预订平台，你了解预订、取消和行程的实际运作方式。
- 优秀的英语书面和口语能力，表达清晰、温暖且专业。会员会根据你的沟通能力来评判我们，因此这与上面的旅游知识同样重要。
- 1–2年以上客户或会员支持经验，最好是基于电子邮件或工单环境。
- 强烈的写作本能，能够简单明了地解释复杂问题，并在一封精心撰写的回复中解决它。
- 在压力下保持冷静和同理心，具有真正的以解决方案为导向的心态。
- 有条理且注重细节，能够处理繁忙的工单队列。
查看英文原文
ABOUT TRAVEL HACK
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.
THE ROLE
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.
WHAT YOU'LL DO
- 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
WHAT YOU BRING
- 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.
TOOLS & SKILLS
Travel Industry · Email Support · Helpdesk / Ticketing · Live Chat · CRM · Written English · Problem-Solving · Booking Systems
Benefits
COMPENSATION & SCHEDULE
- Salary: USD 200–500 per month, depending on experience.
- Shift: Monday to Friday, 8:00 AM to 5:00 PM Eastern Standard Time (EST). You must be available to work US business hours regardless of your home time zone.
- Engagement type: Remote, full-time, freelance basis (monthly invoice).
- Training period: First 2-4 weeks may run on a daytime schedule overlapping with the operations team before transitioning to the standard EST shift.
WHY TRAVEL HACK
- 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.
HOW TO APPLY
Send your CV, a short note on your support experience, and a one-minute video (required) telling us why you are a fit for this role. 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.
Originally posted on Himalayas